Call Centre Performance Improvement

Today’s call centres are not the “dark satanic mills” of the 21st century, but workplaces where skilled staff engage in person to person conversations with customers or prospects who are considering a purchase or want a service.

Keeping staff on target requires management and training skills that are second to none. We have worked with several UK call centres using customized solutions, structuring their training, setting up on-going performance improvement programmes and building a continuous improvement ethos.

Coaching provides the support and development for call centre staff to reflect on their attitudes and awareness, options to make a difference, and build increased confidence. We help teams get involved in goal setting, making action plans and apply their creativity to improve their methods of working. They see how to manage their own emotional states, and how to turn an “OK day” into an excellent day.

Call centre operators are intelligent, personable and focused. We help them fine-tune their skills, achieve their objectives and targets and enjoy their work.

"John is trying to apply his newly acquired skills and felt it was useful. Beverley felt it was helpful.  Sian has already achieved her full year target, Karen is doing fine and Denise has left -her replacement Neil may benefit from your time.”

Jeremy Procter, Managing Director, Procter Bros Ltd