Finding, Keeping & Coaching the Best Contact Centre Staff

About

Did you know..?

Sixty percent or more of a contact centre’s operational budget is spent on human resources. Yet, more attention is typically spent on technology and the task of continually replenishing the people you do manage to find, than selecting the best people in the first place.

Recruiting and retaining key staff in the contact centre is one of the most pressing issues facing contact centre managers today. A contact centre that can recruit and retain star performers will always outperform one that cannot.

This workshop is designed to guide you through effective strategies, ideas, benchmarks, theories and practical wisdom to help you find and keep the best staff for your requirements. It will also help you cost-effectively train, motivate, measure and reward new staff so they work toward your vision of sales and customer service. To accomplish this you will work through a carefully designed workbook and do some fun brainstorming exercises among others, as well as have the opportunity to network and gain some great ideas from other participants.

Outline

DAY 1
Finding & Keeping Your Contact Centre Staff

Setting the Stage:
• Goals – what are our goals for this training time?
• Rationale – Why is it so (financially) critical to address the issues of finding and keeping the best staff?
• 3 Great Desires – it is said that all human beings are drawn to and can be manipulated by three great desires - and how these three distract us from achieving the best in our contact centres.
• Culture – what is culture? How do you know what yours is and how can you maximize and leverage it in your contact centre to build staff loyalty?
• Deflectors – why do staff leave? What about burnout?
• Leadership – better career pathing for developing leaders is a major key to the success of today’s contact centres.

Finding:
• 7 Reasons we hire the wrong people – and what we can do about it. Most of us don’t actually understand how we do make decisions for hiring, and most of us don’t have a process that is objective, so we hire the wrong people.
• Recruitment – The cost of hiring the wrong people. How to identify who you need and where to find them. A step-by-step guide to writing the ad and ensuring potential employees actually understand the role before they sign up with you.
• Selection – selection is not about simply making a decision, but actually exploring recruits better to understand them and identify how they will fit into your environment.
• Sizing the role – through a bit of a light illustration you will learn better ways to ensure you can more effectively account for your staff’s time and efforts. We’ll also look at how your can build a realistic job description that ensures those considering joining you, know what they’re going to be responsible for.

Keeping:
• Structure – the way your organisation is structured - your hierarchy, can contribute to staff loyalty. You’ll find some creative ideas to create a structure that is productive and responsive.
• Training – all training is primarily focused on helping people be more successful from the first day and throughout their long relationship with your organisation. Effective training is not an event – training is forever.
• Managing – how do you effectively manage staff while allowing them to be “empowered”, creative, productive and make a significant contribution to your organisation?

DAY 2
Motivating & Coaching Your Contact Centre Staff

Goal:
To review the motivation behind motivation and the keys to effective coaching to help you and your staff become more successful.
Why do only a few contact centres keep staff and perform at such a high level when most major in mediocrity? The best centres know the truth about motivation, rewards and coaching, and that’s what we’ll cover today.

Success with Motivation:
• Key concept – Knowing the foundations underpinning motivation is critical to success.
• Definitions – what is motivation and what else gets results?
• Why do staff leave? – Once this is clear, we can take action to thwart the issues that most affect our staff’s loyalty.
• Four attitudes of motivation – Motivation is not just “rah-rah” – it’s about the heart.
• Incentives-rewards – How to know what works with your staff.
• Top motivators – there are only a few that draw people to their full height of achievement.
• 9 Reasons why commissions don’t work – and some healthy alternatives.
• Top demotivators – Knowing what doesn’t work is just as important as knowing what does work.

Coaching is Like Brunch©
• Introduction, rationale, development & the benefits of coaching – Where did the concept of coaching come from and why is it so popular?
• Business drivers, practical applications & definitions – What is Coaching? Why should we learn more about it and what can be expected from the process?
• Identification of a successful coach – How to identify the values and preferences of an effective coach.
• Staff development using a sports model of coaching

Applying Coaching - Steps to coaching that bring healthy results
• Process of learning – learning is not just about sharing or reading or listening to tapes or taking courses. So what is it and why is it the foundation of coaching?
• Effective transfer of knowledge – Learning about issues and ‘Life’s Learning Wheel’ – How to ensure you’re “connecting” with your “players”
• The 2 key coaching principles – How what you say and what you do must match.
• Practicalities of coaching and being coached – Coaches require coaching to be fresh and effective. How to find your own coach?
• Basic equipment and qualities of an effective coach – Coaching, like training, is not an event, it is a life-long process of continuous improvement – What you need in your “coaching bag”.
• Goals & action plans in coaching – Informal or formal coaching requires good planning skills and a bit of paperwork.

Facilitator

In-house Training

Prices and Registration

Sorry, this event currently has no dates scheduled.