Call Center Training - Measurement

Align the Call Center

Description:

Businesses exist to achieve results. Whether measuring those results with a scorecard or other measurement systems, those results are achieved one individual at a time. Scorecard coaching of each individual is one of the best practices of organizations focused on growing predictable sales and service results. When managers maximize their individual coaching conversations with employees, they help to focus those individuals on the most strategic activities, improve sales and service skills, heighten productivity, and achieve speed to performance.

Scorecard Coaching is a facilitator-led, interactive coaching workshop that equips managers to conduct regularly scheduled coaching conversations that guide their people to achieve ever-increasing sales and service results.

Objectives:

1. Identify the linkage among results, activities, skills, and knowledge (as presented in the Performance Pyramid)
2. Apply the Coaching Model to create collaborative coaching conversations that build ownership and accountability
3. Apply the skill of creating dialogue by crafting an effective coaching questioning strategy
4. Create a Scorecard Coaching strategy using actual performance data
5. Build specific action plans during the coaching conversation which deliver predictable change
6. Demonstrate a Scorecard Coaching conversation during a videotaped skill practice using the real-world direct reports "cases" brought to the session
7. Receive on-the-spot balanced feedback from peers and video skill coaches
8. Develop an action plan for on-the-job skill application and growth

Benefits:

• Increase potential for creating outstanding customer experiences and significant sales growth, due to enhanced and more predictable employee performance
• Harness the power of the individual to meet and exceed goals, and deliver a consistent customer experience
• Improve employee motivation, productivity, and retention
• Strengthen and align all individuals on a team
• Expand consistency in culture and performance
• Focus on key business development initiatives

Target Audience:
Scorecard Coaching is for all levels of management in your retail sales and service organization. Its primary focus is on area and financial center managers.
 

To speak with an LSA Expert to learn about the call center training - measurement program customization and delivery options for your company, please contact us.