Call Center Measurement Best Practices

“The voice of our customer and call center measurement drives our business. We go to great lengths to understand their level of satisfaction and capture their feedback. Before we implemented these solutions, we sampled a group of customer service representatives. Shortly after implementation, we tested this same group. The average customer satisfaction score improved 129%! We’ve also used the system with job candidates. It gives them good insight into what they can expect on the job and it gives us insight into their ability to handle the job effectively.”
Contact Center Director | Financial Services Company

Description:
Businesses exist to achieve results. Whether measuring those results with a scorecard or other measurement systems, those results are achieved one individual at a time. Scorecard coaching of each individual is one of the best practices of organizations focused on growing predictable sales and service results. When managers maximize their individual call center coaching conversations with employees, they help to focus those individuals on the most strategic activities, improve sales and customer service skills, heighten productivity, and achieve speed to performance.

Call Center Measurement and Scorecard Coaching is a facilitator-led, interactive coaching workshop that equips managers to conduct regularly scheduled coaching conversations that guide their people to achieve ever-increasing sales and service results.

Objectives:

Identify the linkage among results, activities, skills, and knowledge (as presented in the Performance Pyramid)
Apply the Coaching Model to create collaborative coaching conversations that build ownership and accountability
Apply the skill of creating dialogue by crafting an effective coaching questioning strategy
Create a Scorecard Coaching strategy using actual performance data
Build specific action plans during the coaching conversation which deliver predictable change
Demonstrate a Scorecard Coaching conversation during a videotaped skill practice using the real-world direct reports “cases” brought to the session
Receive on-the-spot balanced feedback from peers and video skill coaches
Develop an action plan for on-the-job skill application and growth

Benefits:

Increase potential for creating outstanding customer experiences and significant sales growth, due to enhanced and more predictable employee performance
Harness the power of the individual to meet and exceed goals, and deliver a consistent customer experience
Improve employee motivation, productivity, and retention
Strengthen and align all individuals on a team
Expand consistency in culture and performance
Focus on key business development initiatives

Target Audience:

Scorecard Coaching is for all levels of management in your retail sales and service organization that want to implement call center measurement. Its primary focus is on area and financial center managers.

To speak with an LSA Expert to learn about the call center measurement program customization and delivery options for your company, please contact us.

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

I want to personally thank you. The effective presentations skills and leadership coaching exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations. Thank you.

Hinda Chalew
Vice President of Marketing

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways. We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager