THE BRIEF
I worked with this group of eight quality coaches over a 12-month period to elevate their understanding of what coaching is, why it’s important, and how to introduce it into their organisation. They embraced this opportunity with gusto.
This program was so successful that the call centre representatives, who had previously only enjoyed their coaching because it gave them an hour off the phone from customers, were now eager to go to their coaching sessions. They wanted to share how much progress they had made and what they were looking to do next.
There were clear gains throughout the 12-month learning period. However, to clearly measure the results, once the coach training programme had concluded, the call centre statistics were measured for the following 3 months and compared to the results from the period prior to the program. Within these three months, the programme had more than paid for itself.
THE OUTCOME
The statistics showed outcomes like, incredible increases in first call resolution – more than double; much higher levels of customer engagement; and lower levels of customer complaint – less than a third.
Not only were the individual representatives in the call centre being coached, they also introduced a coaching approach when working with their customers. They used the GROW framework as a way of engaging customers in the solution to their particular challenges and problems – the reason the customers had called customer service in the first place.
In fact, the program results were so remarkable that instead of having weekly coaching sessions, the sessions were dropped back to fortnightly because this was all that was now required to support excellent performance and improvements.
Then there were the bonus outcomes.