Leadership & Management

Sector

Financial Services - Coaching Skills Programme – Team Leaders

Background

The operation is a call centre operation based in the UK and India with 200 agents receiving in excess of 10,000 calls a day.

Each team of 15 agents is managed and coached by a Team Leader who also has access to a small team of dedicated Coaches. The Team Leaders and Coaches are then managed by Operations Managers.

The main objective was to increase the skills and abilities of the Team Leaders with their delivery of coaching and feedback so that the business objectives could be achieved. The Team Leaders were essentially technical trainers who lacked the ability and knowledge to encourage and develop new required behaviours from individual agents.

Solution

Cybèle Training & Consultancy Ltd were asked to implement a Coaching Skills programme for Team Leaders, Coaches and Supervisors that contained an assessment module with a pass mark of 80%.

Cybèle completed a diagnostics piece and then designed and delivered a Coaching Skills Programme with follow up and support on a 1:1 basis for all delegates.

An assessment was then completed of their coaching abilities that allowed Cybèle to evaluate individual progress and effectiveness further to the training and follow-up recently received. The pass mark was set at 80% and for each training group who went through the Coaching Skills programme, approximately 70% of attendees passed first time. Delegates who were unsuccessful were given more individual 1:1 support and then re-tested. For delegates who were still unsuccessful, an individual personal development plan was created their position of Team Leader or Coach reviewed internally.

Results

The Team Leaders and Coaches developed key leadership skills of challenging unproductive behaviours and creating appropriate agent attitudes, behaviours and skills towards all callers as well as differentiating between coaching and feedback.

The results were terrific – agent call quality scores increased and in one site actually lowered the scores to a more realistic level. Team Leaders and Coaches had a greater understanding of the effectiveness of coaching, how to coach, when to coach and how role-modelling plays such a vital role.

Productivity is now at a much higher level from agents and Team Leaders are now managing larger teams whilst still achieving the required coaching standards.


People Skills

Studies have shown that in a standard interview only about 10% of a potential employer’s impression of you is based on what you say, 20% is influenced by the tone of your voice whilst the remaining 70% is dependent on body language.

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I would recommend this to anyone in a relationship management role and just for personal development in general.

Our market sectors

  • Banking
  • Finance
  • Insurance
  • Tourism
  • Utilities
  • Communications
  • Legal
  • Training & education
  • Call centre
  • Public sector
  • Retail