GP Strategies (GPX): Proven Experience in the Financial Sector
In recent years, the financial services market has seen a dramatic reshaping, which has caused many challenges for financial organizations. Companies today are under constant pressure to satisfy stringent regulatory and compliance requirements while continuing to meet customer demands, even as those demands grow increasingly difficult to meet. Additionally, companies face increasing public and government scrutiny and bear a tremendous burden to perform in every aspect of the operation.
GP Strategies™ can help. With more than 40 years of experience, GP Strategies has provided training, consulting, and engineering services to companies in industries ranging from aerospace to government to automotive, life sciences, food and beverage, and others, including, more recently, the financial services sector. Financial clients have benefitted from a wide variety of service offerings, including eLearning, content development, training, and more.
GP Strategies has the experience needed to meet its clients’ critical training needs. In one case, the company was asked to create a custom program for a large, global banking and financial services client to help them become a center of excellence in complaint handling, while at the same time helping to demonstrate their ongoing commitment to treating customers fairly. The development of this program represented an important part of the bank’s overall strategy, enabling them to ensure that their existing customers remained satisfied with the services that the bank provided and would go on to hopefully purchase further services.
After a period of research across a number of the client’s departments and branches involving customers and staff, a program was developed to enhance individual and team understanding, knowledge, and skills in successfully handling customer complaints. It was created in two parts: first, an eLearning pre-course module that helped to position the issue of complaints, and second, a one-day interactive workshop that provided learners with the skills and techniques needed to handle customer complaints followed by an opportunity to use the new skills and techniques via a series of case studies. Customer complaint satisfaction increased by seven percent within the first six months. As a result of the improvement in customer satisfaction for this one program alone, two additional subsidiaries of the bank engaged GP Strategies to design and deliver similar complaint handling workshops for call center and branch employees.
In 2011, another major financial institution selected GP Strategies to support its centralized worldwide training center. The customer’s goal was to outsource its worldwide training development while reducing the number of vendors from several dozen to two, including GP Strategies. In the first year, GP Strategies completed over 300 training programs in a wide range of modalities, including web-based training (WBT), instructor-led training (ILT), virtual instructor-led training (VILT), interactive web sites, job aids, and mobile learning. Topic areas included consumer products, wealth investments, compliance, retail operations, systems, and new hire orientation. In addition, GP Strategies was selected to handle all course maintenance, copy/edit, and QA for courses produced internally and externally. Courses have been produced for this customer in the US, UK, and Asia.
In 2012, GP Strategies further increased its presence in the financial sector with contract wins to provide learning solutions to two new financial services clients. Revenue from the financial services industry represented approximately six percent of GP Strategies’ consolidated revenue for the six months ended June 30, 2012. Read more at GPStrategies.com.
