HIGH
PERFORMANCE COACHING WEBINAR SERIES
“ UNLEASHING THE HUMAN POTENTIAL WITHIN”
HOW TO BOOST AGENTS PERFORMANCE
As competition heats
up in the marketplace for talent, contact centers must find a
way to retain the top talent or “crème de la crème” of
their staff. It is not uncommon for rival firms to poach or entice your top talent
to come work with them. "Coaching" isn't a category all by itself in
a contact center. Instead, it's more helpful to think of coaching as a skill
like leadership in which you learn more about yourself, your teams and your organization
as you evolve. It is not for the faint of heart, this is not for everyone. Attrition
and Replacement Costs like Unnecessary repeat calls mean millions of wasted dollars
on up to 25% of your operating budget. The resulting low customer satisfaction
and lost sales opportunities cost you even more. Focusing on meaningful metrics
like Call Quality (QA), First Call Resolution (FCR) and Handling Time (AHT) provides
a balanced view of your contact center’s overall performance. Scorecards,
daily ACD metrics or surveys can’t give guidance on which agent to coach
or which processes to fix.
When customers have a bad experience, they defect to your competitors. It’s
that simple. The same holds true for good agents who leave for greener pastures.
Organizations continue to struggle with defining a good experience, balancing
quality with cost of service, calibrating customer satisfaction, and identifying
the root causes of customer dissatisfaction. To retain your best customers today,
you need a bird’s-eye view of the customer experience to highlight the
gaps across service channels. You need to drill down to details to identify the
drivers of low satisfaction. You need to optimize agent-customer interactions
in real time. You know that agent inefficiencies and mistakes drive up your operating
costs. Every call represents an opportunity to get it right the first time, serve
customers quickly and effectively, and increase agent engagement. But to get
the most from every agent, you need to know exactly where they are struggling.
You need to know the specific agent behaviors which are driving poor results.
You need to spend more time coaching and less time searching for superstar agents.
If you feel that investing in coaching and creating an enjoyable working environment
for your staff is not part of the job today, then think again. Research has shown
that high performance contact centers outperform and outfox their competitors
because they have an effective Coaching and Quality program in place. The environment
that is created as a result of having qualified and trained supervisors means
the difference between winning and losing staff and customers. In this seminar
course participants will learn the basics of Coaching for High Performance and
how it can be used in your Contact Centre Operations.
You will learn:
a) People Management, how to differentiate peak performers from
weak performers
b) Time Management, how to focus on the worthy that yields maximum
throughput
c) Cost Management, how to do a ROI and track financial performance
of teams
The basic concepts of Lean Six Sigma and “Coaching for Success” are
reviewed in detail to solicit buy-in and unleash the potential customer service
talents lying dormant in your agents.
The course will also focus on the outliers
and low performers who are not motivated or are a poor fit within your organization.
Tactical and strategic tips are shared as well on how to curb chronic absenteeism
and turnover
Who Should
Attend?
This course is for team leaders and supervisors who run and
manage a team of contact centre agents
Course Leader:
Mohan
N. Nair
MBA,
Lean Six Sigma Black Belt
Mohan
has been involved with the services industry for the past 15
years with cutting edge and innovative companies like Microsoft
Canada, United Parcel Service and the Canadian Imperial Bank
of Commerce (CIBC). He was most recently the Director of Customer
Delight Programs at Lenovo Services Asia Pacific. Prior to
that, he was the VP of Shared Services for HSBC Global Resourcing
located in Asia.
Mohan is a graduate
from the University of Southern Queensland and holds a Master
of Business Administration. He is a Certified Lean Six Sigma
Black Belt holder and is passionate about continuous improvement
and innovation strategies within contact centres using human
capital and technology as key levers in the new economy.
He has delivered keynote
speeches to audiences on the unique strengths and benefits of
contact centres within an organization. His key messages touch
on the knowledge and understanding of the three pillars of services;
people, processes and technology.
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