Our Client was in the process of designing a training programme aimed at improving the customer experience of their contact-centre callers. They approached Juice to help make their content fresh, inspiring and relevant to its audience. Most importantly they needed to create a sustainable legacy where all their staff are “Obsessed” with delivering excellent customer service.
In order to deliver the critical learning within an engaging narrative structure, Juice decided to base the structure of the films on an actual incident. This allowed several key characters across a range of locations to be created to portray the behaviours and attitudes that we needed to address.
It was decided that the best way to keep the project to budget was to make an animated film, however this created a number of challenges: how to feature members of the Senior Management team and how to meet the client’s urgent deadline. To resolve these issues we decided to include elements of live which saw employees “morph” into cartoon versions of themselves. We also created a unique animation style that allowed us to create in excess of fifty minutes of animation in just four months. The finished film uses live action elements and a graphic novel illustration style to create 2D animation and motion graphics sequences that effectively delivers a familiar comic-book style to the small screen. The style of the animation subsequently informed the illustration, design and packaging of the finished resource.
This groundbreaking method of engaging with employees was initially delivered to 4,000 call centre staff and the results were so positive that the training has now been rolled out to our client’s global operations.
As well as having a massive impact on business procedures, making huge savings, and seeing the customer service department become more efficient the project was also a winner of a National Training Award for the North East region.
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