Mind mapping

Challenge & Selection

I was a supervisor in the call center in the bank. My consultants task was to sell an extra  bank account to the customers that called call center with a problem about service or a  product. They had to sell the same kind of products every month but from time to time a  new product appeared. That is what happened that time.

I chose a mind mapping because it is a tool that helps to focus around a single concept  and in a visual way shows hierarchy among the pieces. We had a knowledge how to sell  different products like a personal loans or a credit cards. We also had a knowledge about  that particular new account but we needed an insight to a situations that we see on the  customers profile or that we hear from the chat to demonstrate the customer our new  account.

Application

I made 2 meeting because I wanted every consultant to be involved ( because of the  specific of call center I couldn’t organize one meeting). In every group participated 6  consultants.

I started the meeting by describing the purpose of the meeting and the design tool that  we were using. We had to our convenience a room with a big whiteboard and a lot of  stickers. I wrote in the middle of the whiteboard “how to sell a new account?” and ask  everybody to think and jot down on the sticker an example of a different type of  customers that call us. We stick the examples of the customers. Then I asked them to jot  down and stick on the whiteboard an example of a situation in which we can sell to that  particular customers the new account.

In the meeting with the second group, I reordered questions ,so they stick first the  example of the situation and next the type of the customer. While both meeting we  discussed all the examples and  used symbols to make the examples more transparent.  In the end  of the meeting we took a pic of a whiteboard and I sent it to the consultants  by e-mail.

Insight & approach

We learned that no matter which question was first both teams generated a lot of  examples. Sometimes consultants were surprised they haven’t heard about such a  possibilities like those which appeared.

Mapping tool definitely helped us to see the new possibilities that came with selling the  new account. The longer we were generating the new ideas more levels we created.

Next time I’m planning to book more time for a session because I spend with each group  45 minutes. We had a great flow so it’s worth to use it to the maximum possibilities.

