Process

Cadence@home

Our flagship work-at-home solution integrates on-site training and development with at-home working for the best outcomes. Our advisors begin their employment with 8 weeks at our incubator hub in Kilmarnock, where they receive training and initial work in a highly supported environment. Once they feel prepared, we transition them to working from home, using the latest smart technology to manage and support them remotely. All our advisors will periodically return to our hub for upskilling, engagement, and development sessions. We believe this combined approach optimally delivers the benefits of remote work while preserving the support and camaraderie fostered by a physical office.

Performance Management

We believe effective performance management is key to driving quality and maximising productivity. This requires accurate and consistent collection of measurable outcome data, with analysis and feedback in real time to identify coaching opportunities.

We are transparent in our performance objectives and measures which are clearly defined for management and staff, ensuring a fair and robust process. We utilise both quantative and qualitative measures across multiple channels, including both internal and external feedback, with utilisation of Performance Management Information Systems. Analysis of key metrics is undertaken in real time to allow prompt identification and resolution of any areas requiring immediate improvement, as well as forming the basis of longer-term development objectives for our staff.

Up Skilling

At Cadence, we are committed to the continuous growth and success of our team through our comprehensive upskilling programs. Based at our Kilmarnock headquarters, our advisors periodically return to our incubator hub for tailored development sessions designed to enhance their skills, adapt to industry trends, and boost performance. Utilising the latest training techniques and smart technology, we ensure our team remains at the forefront of expertise, whether working remotely or on-site. This investment in upskilling not only empowers our advisors with new opportunities but also strengthens our ability to deliver exceptional service, fostering a culture of learning and innovation.

Data Insight & Analytics

Cadence helps our clients understand the process of cleaning, analysing, interpreting, and visualising data, with the goal of discovering valuable insights and driving smarter business decisions.

Our customer data service liberates your first-party data - making it accessible where and when you need it to transform customer relationships and unleash growth.

We work with a wide range of data consultants to tailor bespoke data plans and profiles for our clients.

Contractual Governance

At Cadence we believe a robust client engagement strategy is crucial to success for all stakeholders. As a minimum we would provide:

Daily touchpoint call with operational leaders providing customer insight.

Action focussed weekly business review with SMART objectives that are documented for action and follow up.

Quarterly review with senior leadership teams to review overall performance.

Six monthly contract review to ensure partnership is aligned and Cadence are adding strategic value.

Continuous Improvement

At Cadence we utilise the DMAIC process as our basis for delivering a client centric continuous improvement programme:

Define - During this phase, we select the most critical and impactful opportunities for improvement.

Measure - The Measure phase is where baselines are drawn to assess the performance of a given process.

Analyse - In this phase our goal is to identify and test the underlying causes of problems, to ensure that improvement is targeted to the correct root cause.

Improve – Once the areas needing addressed are identified, a structured plan of improvements can be implemented.

Control – Once measures have been implemented successfully to improve our operations, the process is brought under control with utilisation of protocols to ensure long-term effectiveness of the interventions.