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Scenario: The client, an international energy company, wanted to raise the standard of call management within the contact centres and create an empowering approach for managers to support and developer customer service staff.
Solution: By recording the call processes deployed by contact centre staff a navigational process map was created. We then analysed the highest performing individuals to isolate the key process, attitude, behavioural, linguistic and cognitive differences that catalysed out-performance. The ensuing superior performance model provided a benchmark for quality improvement. Managers within the contact centre were trained in coaching skills to support the development of individuals to acquire and polish their call handling skills, based on the defined mark of quality.
Outcome: Call handlers developed their skills in an empowering environment where they could personalise real life examples of where people had done it before. As a result of the programme the call centre moved from its second to last position in the Ofgem league table into the top three.
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