Emirates Islamic Creates Certification Program for CSRs (2017 Case Study)
- Alberto Minsero
- Learning and Development
Emirates Islamic, a leading Islamic bank in the United Arab Emirates, identified a knowledge gap among customer service representatives (CSRs) that impeded the bank’s goals to be a service-oriented provider of priority banking services. An in-house certification program was delivered to develop CSRs’ skills. A Knowledge Index mapped KPIs, business goals and results, developed critical competencies, and supported CSRs’ career path development. This fresh approach provided a continuous learning experience, self-study, classroom workshops with role plays, assessment/evaluation, post-workshop engagement, cross-selling, and customer service skills. Emirates Islamic earned a Silver Award for Best Certification Program in the 2017 Brandon Hall Group HCM Excellence Awards.
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