Think of a call centre and what words spring to mind? Targets, results-driven, a job-not-a-career? Traditionally, many of these buzz words have been associated with call centre management styles with the belief that the more calls and queries dealt with, the better the call-centre service. However, this approach has no long-term benefits for a business.

Two years ago I realised that Barclaycard Business needed to transform its approach to customer service to succeed in an increasingly demanding customer environment. We wanted to be seen as a best-practice model for our industry, but were conscious that our employees had to be engaged if we were to meet our goal.