BPCE Payment Services is the industrial payments operator of the BPCE Group.
The entity assists the Group’s banks and subsidiaries and their external clients in their payment needs through robust and secure solutions and recognized expertise in the field of cash processing and payment flows.
The context of our mission
The Customer Relations Service of BPCE Payment Services, composed of a dozen employees distributed between the SME and E-commerce divisions, faces a significant volume of requests and high operational pressure. Although the two teams share the same goal of customer satisfaction, they still collaborate very little.
In a context of transformation marked by a continuous improvement approach and the launch of a SelfCare service, the manager wanted to organize a day of team building for both teams of the Customer Service department.
The goal of this day: to recreate a sense of connection, strengthen cohesion and give a new collective boost around customer satisfaction.
The objectives of the day team building
For being at the rendezvous of customer satisfaction and strengthening collaboration between team members, Several objectives had been set for this day:
- Learning to get to know each other better as a team
- Building connection and strengthening trust
- Developing more effective collaboration reflexes in the service of the customer (inter- and intra-service)
- Strengthening a culture « customer-centric »
- Enjoying being together during a convivial and unifying moment
A device team building customized
In June 2025, a team-building day was held at Wojo Montparnasse (Paris) in an environment conducive to relaxation, oxygenation, and collaborative activities.
After a day’s introduction by the Director of Customer Experience, various collaborative workshops punctuated the day:
A morning of playful and collaborative work around framework of collaboration to communicate better as a team
- Workshop «Team Badge» Identifying the team’s strengths, needs, and values
- Hélium Stick Workshop Living through a collective coordination experience and then working on adapting his message
- Stand-Up Meeting and effective communication: experimenting with an agile method of synchronization and individual expression
- Sequence «assertiveness, listening & conflict management» Distinguishing behaviors in conflict, discovering and practicing assertiveness
- The Game of T (deep mutual knowledge): encourage listening and sharing around playful questions
An afternoon structured around Situational situations thanks to interactive theater games
- Theatre improvisation workshops in teams, based on predefined situations and client cases: working on client posture, creativity and cohesion
The highlights of the day
- A playful pedagogy, role-playing games
- Collaborative workshops to energize and stimulate collective intelligence
- Situational simulations based on predefined customer cases
The results of our initiative
Overall satisfaction: 9/10
«The animation was very dynamic and the topics covered were consistent with our discussions beforehand. The day went very well, it was very successful. Thank you for the support!»
Nathan R., Client Relations Manager
«The trainer Vincent adapted the training to our professional activity and was very attentive." » (Frédéric)
« Thank you again for this training and for the animation » (Caroline)
«Living and interesting training» (Helvin)
The feedback from our expert
« A day full of good humor and collective intelligence. An enthusiastic and dynamic team that managed to step out of their comfort zone and surprised me with their ability to improvise!«
Vincent Rostaing, Consultant talenco
