Observations
We’ve upskilled over 140 Team Leaders across various organisations all over New Zealand and find Team Leader’s current coaching capability levels often fall into these groups.
- “I coach my people but I’m not confident what I do is best practice”
- “I live and breathe coaching each day and see it as the most important part of my role”
- “I have coaching skill but it’s not valued around here so I don’t bother”
- “If I’m honest with myself I avoid coaching and prioritise everything else”
- “I mainly coach on compliance to the rules and catching people out”
- “I spend lots of time with my people but it’s not outcome focussed/ documented”
- “I mainly coach on process and system use as that’s what I’m an expert on”
- “I enjoy praising my people but lack the confidence and skill to coach for improvement”
Our Approach
We’ve found a 4-phased contact centre coaching programme works best to maximise results and embed a long-term change in practices.
Build on great foundations
Build on strengths and add new coaching practices & approaches – we don’t through away what’s working already, we integrate today’s coaching strengths
Plan a new approach to coaching (one on one sessions with each TL)
Establish new practices
Establish common coaching practices across the contact centre
See best practice coaching approaches demonstrated
See how Lean thinking and process management can be embedded into the new practices
Learn more about best practice leadership & customer experience practices
Coach for results
Receive mentoring to focus coaching to lift business performance
Receive coaching to improve own coaching practice and upskilled in Lean thinking and process management
Keep using common leadership & coaching practices and deepen understanding
Transition to BAU
Receive further mentoring to embed coaching practices
Share success stories and celebrate success
Transition responsibilities to leaders to keep them going post the programme, skilled in process management techniques
Our goal is to come back years later and see the same dedication to coaching, as during the programme