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How would you like to have a call center training tool that created self-directed, high performance work teams and allowed your front-line leaders to become call center leadership stars?
What would it mean for your contact center, if you were able to hit all of your goals, all of the time?
Imagine the positive environment that would be created from the confidence that you and your teams would have. Does this sound like something that is within your reach?
I know it sounds a little far-fetched, but I’ve experienced first hand the power of this call center leadership development program and the results that can be achieved by using it.
How would you like to have a call center training tool that created self-directed, high performance work teams and allowed your front-line leaders to become call center leadership stars? What would it mean if you could?
Our results weren’t always top rated. And if you continue reading I’ll share how we went from failing to achieving amazing success, using “Leading For Results.”
Several years ago I made the transition from running several teams in a call center for an Insurance company to an Operations Manager for a Call Center Service Bureau (Outsourcer).
When I interviewed for the position I was told that many things were wrong with the account that I would be working on. I soon learned they weren’t kidding. Fast forward to graduation day…
I went through the call center training that the agents went through, so I thoroughly understood the project. That tuned out to be a good idea, but on graduation day my boss resigned and the director told me that I was qualified to run the account and put me in charge.
One of our client’s key performance indicators was service level, which is basically the percentage of calls answered in a prescribed number of seconds. Our client’s was 80% in 20 seconds or less. We were at 38% for the day so far, with it dropping quickly.
Shortly after I was informed that I was in charge, I learned that we had a weekly call with the client, and that was scheduled for 1:00 that same day.
Quality was extremely low, attendance was low, attrition was high and overall performance by our team was not impressive, to say the least.
As I would learn, creating a solution would require a 2-step approach. I needed a quick fix, but I also needed to build a long-term solution.
We quickly went from missing every Key Performance Indicators to meeting and even exceeding all of our goals.
We rapidly became the top center for our client. In fact, they started modeling what we were doing and applied it to their internal call center as well as the other vendors they used.
I personally benefited as well. My salary doubled and I became recognized as a performance expert.
Our short-term solution was incredibly powerful but it was somewhat reactive and my vision was on creating something more proactive.
What I learned was that I could utilize both solutions to provide a one-two punch to improve our call center performance. This system was developed several years ago and I have used it in every new challenge I’ve been faced with.
You might be wondering why I decided to share my solution. The answer is really simple, however I have two reasons:
I’m pleased to introduce “Leading For Results”, the most powerful and comprehensive call center training tool on the market today.
It was developed by many of the top call center training and operational leaders in our industry. Leading For Results has a proven track record of developing front-lined leaders and providing them with the tools to drive call center performance.
This call center training was designed to create self-directed, high-performing call center teams that always achieve their goals. If they achieve their goal that means you’re achieving yours, right?
If your team is not achieving goals consistently, if your clients, customer and senior leadership are unhappy and if you have low morale and high attrition, Leading For Results is for you.
I’m often asked to share my techniques that I use to drive call center performance. And as a consultant I normally don’t do that free of charge, but I want to share a very simple technique that is very powerful.
It’s a simple process of ranking your employees based off of your key performance indicators (KPI’s).
On a spreadsheet list all of your employees to the left, and under the columns list all of the KPI’s. Document each of the KPI’s for each employee and apply an over all weighting and rank based on that rating. Categorize your employees ranking as either “A”, “B” or “C” – “A” being the best. Take the top 20% and give them a classification of an “A”, then take 50% and give them a “B” ranking and then apply the remaining 30% as “C” reps.
Reward the “A” and coach the “C” reps. Performance will improve immediately and exponentially, guaranteed!
Here’s your opportunity to get Leading For Results (hands-down the best call center training available.)
And to motivate you to take action today, I’ve added several fast action, top rated bonuses that I know you’ll love and that will help you achieve your goals.
I’ll share that with you in a moment but first remember this call center training was developed by industry experts to help fill the gap many front-line leaders experience when trying to drive call center performance.
This is a proven tool that works. It has been used in many of the top organizations, including call center outsourcers with outstanding results.
As a result, coming up with a…
Call Center Training To Improve All Call Center Metrics
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