We offer coaching for managers that need to acquire specific knowledge
and skills on the job.
All coaching programs are customizable to the individual’s needs
to learn operational basics and to align the center’s performance
to overall corporate goals and strategies.
Coaching Methods
- Shoulder-to-shoulder collaboration, problem solving, planning, and execution
- Goal-oriented coaching sessions designed to resolve specific issues
- Half-day onsite sessions
- Advance specification of topics
- Goals established for each session
- Pre-session preparation required and follow-up activities assigned
- Benchmark current state
- Develop action plans to implement recommended changes
- 30-day and 90-day check-up to fine-tune results
Example of coaching modules:
- Set standards for measuring success
- Establish mission, budget, and organizational design
- Establish service level and response time objectives based on budget provisions
and customer expectations
- Establish cost per call measurement system
- Establish quality objectives that reflect the company’s brand image
and are consistent with financial goals
- Establish customer satisfaction objectives and measurement system
- Establish turnover metric consistent with financial and quality goals
- Balance workload and workforce
- Forecast workload (calls, emails, other)
- Prepare work schedules
- Prepare “what-if” scenarios
- Manage workforce
- Review and adjust recruit and new hire training programs
- Review and adjust performance development programs for agents
- Review and adjust performance development programs for supervisors
- Review and adjust policy clarification and adherence
- Develop a communicative culture
- Develop internal morale and motivation programs
- Develop reports for senior management
- Establish interdepartmental communication plan to resolve customer issues
and provide business intelligence
- Evaluate technology needs
- Review desktop
- Review automatic call distributor (ACD) and routing software
- Review workforce Management (WFM)
- Review performance management software
- Review predictive dialer for outbound calls
- Review monitoring and recording system
- Review database applications for gathering intelligence and retrieving knowledge
- Review case management systems
- Review interactive voice response (IVR)
- Review computer telephony integration (CTI)
- Review email response management system (ERMS)
