Training that transformed customer experience at BAXI
A tailored training programme helped BAXI’s contact centre team boost customer satisfaction, strengthen service performance and earn national recognition for excellence.
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Increase in Net Promoter Score
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Customer satisfaction, up from 88%
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Consistent Trustpilot rating following training
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of agents felt more confident and better equipped
Winner
2024 Domestic & General Service Quality Awards
The client
BAXI is a leading UK manufacturer of heating and hot water systems for homes and businesses nationwide. Customer service is central to their success, with the contact centre supporting customers with repairs, warranty queries and product advice.
The challenge
BAXI needed to improve customer satisfaction, reduce escalated complaints and boost agent confidence across a 60-strong team. Training had to deliver real behavioural change without disrupting day-to-day service.
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“We’ve seen some fantastic results. Our Trustpilot ratings have grown, NPS has reached new highs and the teams have really embraced the training, giving overwhelmingly positive feedback.”
A Solution Shaped by Insight and Immersion
We designed a practical training programme built around real customer conversations and day-to-day challenges in the contact centre. Rather than relying on off-the-shelf content, we immersed ourselves in the contact centre environment to shape relevant, high-impact training. To do this, we:
- Spent full shifts observing live calls to understand key friction points
- Analysed call recordings to identify where conversations typically broke down
- Collaborated with team leaders to pinpoint common escalation triggers
- Developed scenario-based training using professional actors to replicate real customer interactions
To maximise impact and minimise disruption, we:
- Delivered five half-day training sessions over six months
- Ran four concurrent delivery streams to maintain service levels
- Provided line managers with structured coaching tools to reinforce new skills between sessions