{"id":31896,"date":"2025-11-26T10:30:32","date_gmt":"2025-11-26T09:30:32","guid":{"rendered":"https:\/\/www.talenco.com\/feed?post_id=31896"},"modified":"2026-10-26T17:28:21","modified_gmt":"2026-10-26T16:28:21","slug":"bpce-payment-services-bank-team-building-client-relationship","status":"publish","type":"post","link":"https:\/\/www.talenco.com\/en\/publications\/cas-clients\/bpce-payment-services-banque-team-building-relation-client\/","title":{"rendered":"Case study: strengthening team cohesion in the service of customer satisfaction (team building)"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><strong>BPCE Payment Services<\/strong> <strong>is the industrial payments operator of the BPCE Group.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The entity assists the Group\u2019s 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The context of our mission<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The Customer Relations Service of BPCE Payment Services<\/strong>, 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.<\/p>\n\n\n\n<p class=\"c-content__highlight wp-block-paragraph\">In a context of transformation marked by a continuous improvement approach and the launch of a SelfCare service, the manager wanted to organize <strong>a day of<em> team building<\/em> for both teams of the Customer Service department.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The goal of this day: to recreate a sense of connection, strengthen cohesion and give a new collective boost around customer satisfaction.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"400\" src=\"https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/bann-1920-400-atelier-talenco.jpg\" alt=\"\" class=\"wp-image-32014\" srcset=\"https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/bann-1920-400-atelier-talenco.jpg 1920w, https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/bann-1920-400-atelier-talenco-300x63.jpg 300w, https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/bann-1920-400-atelier-talenco-1024x213.jpg 1024w, https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/bann-1920-400-atelier-talenco-768x160.jpg 768w, https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/bann-1920-400-atelier-talenco-1536x320.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">The objectives of the day <em>team building<\/em><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For <strong>being at the rendezvous of customer satisfaction<\/strong> and <strong>strengthening collaboration between team members<\/strong>, Several objectives had been set for this day:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n\n<li>Learning to get to know each other better as a team<\/li>\n\n\n<li>Building connection and strengthening trust<\/li>\n\n\n<li>Developing more effective collaboration reflexes in the service of the customer (inter- and intra-service)<\/li>\n\n\n<li>Strengthening a culture \u00ab <em>customer-centric<\/em> \u00bb<\/li>\n\n\n<li>Enjoying being together during a convivial and unifying moment<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">A device <em>team building<\/em> customized<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In June 2025, a team-building day was held at Wojo Montparnasse (Paris) in an environment conducive to relaxation, oxygenation, and collaborative activities.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">After a day\u2019s introduction by the Director of Customer Experience, various collaborative workshops punctuated the day:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">A morning of playful and collaborative work around <strong>framework of collaboration<\/strong> to communicate better as a team<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n\n<li><strong>Workshop \u00abTeam Badge\u00bb <\/strong>Identifying the team\u2019s strengths, needs, and values<\/li>\n\n\n<li><strong>H\u00e9lium Stick Workshop <\/strong>Living through a collective coordination experience and then working on adapting his message<\/li>\n\n\n<li><strong>Stand-Up Meeting<\/strong> and effective communication: experimenting with an agile method of synchronization and individual expression<\/li>\n\n\n<li><strong>Sequence \u00abassertiveness, listening &amp; conflict management\u00bb <\/strong>Distinguishing behaviors in conflict, discovering and practicing assertiveness<\/li>\n\n\n<li><strong>The Game of T <\/strong>(deep mutual knowledge): encourage listening and sharing around playful questions<\/li>\n\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">An afternoon structured around <strong>Situational situations<\/strong> thanks to interactive theater games<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n\n<li><strong>Theatre improvisation workshops<\/strong> in teams, based on predefined situations and client cases: working on client posture, creativity and cohesion<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The highlights of the day<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n\n<li>A playful pedagogy, role-playing games<\/li>\n\n\n<li>Collaborative workshops to energize and stimulate collective intelligence<\/li>\n\n\n<li>Situational simulations based on predefined customer cases<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The results of our initiative<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Overall satisfaction: 9\/10<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u00abThe 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!\u00bb<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"c-content__cite c-cite wp-block-paragraph\"><em><strong>Nathan R.<\/strong>, Client Relations Manager<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u00abThe trainer Vincent adapted the training to our professional activity and was very attentive.\"<\/em> \u00bb <em>(Fr\u00e9d\u00e9ric)<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u00ab Thank you again for this training and for the animation \u00bb (Caroline)<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u00abLiving and interesting training\u00bb (Helvin)<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The feedback from our expert<\/h2>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.talenco.com\/wp-content\/uploads\/2025\/11\/vincent-rostaing-talenco.png\" alt=\"Vincent Rostaing\" class=\"wp-image-32029 size-full\"\/><\/figure><div class=\"wp-block-media-text__content\">\n\n<p class=\"c-content__cite c-cite wp-block-paragraph\">\u00ab\u00a0<em>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!<\/em>\u00ab\u00a0<\/p>\n\n\n<p class=\"c-content__cite c-cite wp-block-paragraph\"><strong>Vincent Rostaing<\/strong>, Consultant talenco<\/p>\n\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group tc-session is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<h3 class=\"wp-block-heading\">  Our solution for BPCE Payment Services  <\/h3>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.talenco.com\/en\/training\/management-leadership\/new-managerial-practices\/formation-management-agile\/\">Training in new working methods<\/a><\/div>\n\n<\/div>\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>BPCE Payment Services est l\u2019op\u00e9rateur industriel de paiements du Groupe BPCE. L\u2019entit\u00e9 accompagne les banques et filiales du Groupe et leurs clients externes dans leurs besoins en mati\u00e8re de paiements gr\u00e2ce \u00e0 des solutions robustes et s\u00e9curis\u00e9es et une expertise reconnue dans le domaine du processing de la mon\u00e9tique et des flux de paiement. Le [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":32014,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[101],"tags":[100],"case_study_category":[18],"thematique-publication":[122,125],"class_list":["post-31896","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cas-clients","tag-old","case_study_category-banque-assurance-mutuelle","thematique-publication-approches-collaboratives","thematique-publication-methodes-agiles"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/posts\/31896","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/comments?post=31896"}],"version-history":[{"count":0,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/posts\/31896\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/media\/32014"}],"wp:attachment":[{"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/media?parent=31896"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/categories?post=31896"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/tags?post=31896"},{"taxonomy":"case_study_category","embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/case_study_category?post=31896"},{"taxonomy":"thematique-publication","embeddable":true,"href":"https:\/\/www.talenco.com\/en\/wp-json\/wp\/v2\/thematique-publication?post=31896"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}