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Call
Center Floor Management is a powerful coaching course for
any type of call center performance expectations. If you have
your own selling or customer service performance model, but
need help with the way your managers provide coaching, Call
Center Floor Management is for you.
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Whether your call
center focuses on sales results, quality scores, system
proficiency or customer service, the floor manager is the
secret to long-term success. Supervisors with excellent
coaching skills are able to cultivate employee performance
and growth. Call Center Floor Management
helps you achieve this goal.
Floor-Coaching
vs. Floor Problem-Solving:
Floor managers will always be called on to put out fires,
answer questions and take escalations, but proactive coaching
is different. In most centers, floor managers spend little
time proactively observing and coaching the telephone associate’s
communication skills.
All In One:
This workshop enables floor managers with proven coaching
skills. Additionally, your managers will learn how to spend
more floor time each day in a true coaching capacity. The
end result? Expect more motivated and effective managers,
and watch your center achieve new levels of performance. |
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| This 3-Day
Workshop Includes the Following Modules:
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Motivational
and Formative Feedback:
The previous module covers Balanced Feedback, the most
common feedback tool used in corporate America today.
This module introduces two new feedback skills. Motivational
Feedback is used to reinforce positive telephone behavior
in an extremely uplifting and recognition-oriented conversation.
Formative Feedback is used to eliminate dysfunctional
behaviors like returning late from smoke breaks, negative
attitudes, using slang with callers, etc. Formative
Feedback is one of the most important tools for managers
and supervisors who tend to be too soft on and protective
of their telephone associates. |
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Coaching Strategies:
Over the years we have picked up fantastic performance-generating
strategies from our call center clients. In this module
we introduce the top ten. Participants break into teams
of three and develop many of the strategies for use in
their centers. The best part is that each team creates
a completely different and unique plan from any other
previous team. One strategy, for example, is Motivational
Only Day, when supervisors and floor managers can only
give positive, motivational feedback for the entire day.
Telephone associates have a lot of fun with this one and
it creates an enthusiastic, performance-focused feeling
around the center. |
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Overcoming
Associate Resistance:
Most floor managers deal with resistance from telephone
associates on new methods and procedures. In this module,
managers get some needed relief in the form of a great
process for dealing with employee resistance. Supervisors
that use this process will still get their way, but without
angering employees or turning others against them. |
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Conducting
"On-The-Fly" Role Plays:
Rather than waiting for employees to start using their
telephone skills correctly, smart supervisors supplement
coaching discussions with on-the-fly role plays. These
role plays are staged by the supervisor and require the
telephone associate to demonstrate one or more telephone
skills. This tool can be used as part of a meeting or
delivered spontaneously. Managers learn the best ways
to facilitate these on-the-fly role-plays. |
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Developing
a Coaching Strategy:
The final day is dedicated to building coaching strategies.
These strategies incorporate various analysis tools
and an easy-to-use worksheet. The goal of this module
is to develop strategic thinking and coaching mindsets
for supervisors, not extra paperwork. Supervisors and
managers that correctly use this process will plan much
more useful coaching events for their telephone associates
and will see improvements manifest quickly. |
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Final
Activity:
Making A Coaching Plan: Participants use all their new
analytical tools as well as all the coaching skills from
Days One and Two to build a thorough strategy for several
of their employees. They implement these new strategies
as soon as they return to the center floor. |
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| Pricing:
| Delivery Price for Workshop: |
$ 8,500.00 (12 participant maximum) |
| Two/Three Workshops Booked at Once: |
$ 7,900.00 (each) |
| One-Day, “Test It Out” Demo: |
$ 1,450.00 |
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| About Call Center Floor Management
Call
Center Floor Management will improve or eliminate
the following issues.
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Floor managers* do not spend enough time on the floor |
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Floor managers spend too much time with escalation requests
from customers and other “fires” that seem
to require their help. |
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Telephone associates prefer to get answers from floor
managers, rather than finding the answers for themselves |
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Floor managers do a lot of floor problem-solving (e.g.
helping an agent fix a system problem) but no proactive
floor-coaching |
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Floor managers don’t coach because they have not
done the telephone associate’s job, or because the
job has changed since the floor manager was in that position |
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Floor managers try to go on the floor and provide coaching,
but they are inundated with help requests from telephone
associates. |
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Floor managers are much too soft when they provide floor-coaching |
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Floor managers are much too hard and directive when
they provide floor-coaching |
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Floor managers have too much paper work to be on the
floor |
* “Floor manager” includes
managers, supervisors, team leads and anyone that should be
on the call center floor, providing coaching. |
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Benefits
of Call Center Floor Management
A
More Motivating Work Environment:
Some floor managers imagine that their associates will say,
“Big brother is watching,” if they spend too much
time on the call center floor. The opposite actually occurs.
Associates will feel appreciated because their managers are
trying to help them grow and develop.
CCFM
Coaching Skills Can be Used for Coaching All Types of Performance
Expectations:
Coaching sales, customer service, quality or system proficiency
requires the same skills. Call Center Floor Management includes
every critical coaching skill. Your floor managers will be
great coaches for improving any important skill in the call
center.
Performance
Will Improve Instantly:
It’s a fact. The call center floor is the very best
place for your floor managers to be. When they “hang
out” on the center floor, everyone behaves better. Customer
service and sales results improve because telephone associates
do what they are supposed to do. After CCFM,
we have heard many floor managers say, “When I was out
on the floor observing, my telephone agents did better than
I thought they would.” This is because the floor manager
was in view on the center floor. And things get even better
when the manager provides effective floor-coaching! |
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| If you are also interested in powerful selling skills designed
specifically for call centers, contact us about Telephone
Sales Mastery. This program shows telephone professionals
how to maximize their sales opportunities by utilizing a unique
sales approach when speaking with callers. |
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to Course Directory ]
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Call Center Floor Management ]
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