We recently talked with Tony Sumner, Contact Centre Manager, at Meridian Energy and he shared a few of his thoughts about the contact centre coaching program his team experienced.
“Flare Design has introduced my management team to new ways of leading our people. Flare’s methodology is concise, based on simple application of facts, allows my leaders to focus on coaching the right people at the right time, all with clear outcomes to achieve. In only a few months Flare were able to help me deliver efficiency gains of 15%, all through leadership and “rightperson- routing” disciplines. We’ve also benefited from succession planning through the mentoring that Flare continue to provide”. Tony Sumner – Meridian Energy (Contact Centre Institute NZ, Manager of the Year 2011)
At Flare Design we understand that your people are the key to delivering your business objectives. That is why much of our focus is on your peoples’ skills, behaviors, their operational processes and their goals.
The CX (Customer Experience) Coaching for Results program focuses on developing the skills and knowledge of the Contact Centre Team Managers who are pivotal in delivering your service experience.
The initial emphasis of the program is on raising their understanding of what they can control in order to improve the customer experience. Once this is understood we then develop their skills in ‘how’ they can coach and engage their teams to deliver a great Customer Experience.
We firmly believe that nothing beats ‘hands on’ experience to really drive home and embed learning and so we use a 70/20/10 (‘on the job’ learning/ feedback loop/classroom) method in our engagement.
CX Coaching Approach Engagement is Key
CX Coaching for Results embeds this energy into your teams so that the momentum for change continues after our engagement has ended.
In all our implementations the business have benefited from upwards of 12% in effciency gains, but equally important, the leaders and staff engagement has increased as their understanding of their role, competencies, and ways to achieve results is clarified.
About Flare Design: We’ve coached, trained, and delivered change into the contact centres of many of the biggest customer service brands in NZ and Australia in the past five years. Our experience with the enabling technologies, possibilities in the development of operating models, and detailed experience of customer events/needs (through our time-in-motion studies) enables us to integrate the best of the technologies, processes, and customer needs into clear roles and accountabilities that maximise the performance of your people (realising their true competencies as well as preferences). The efficiency gains are obvious but in parallel these programs create job satisfaction and the benefits of such.