Performance

Management

and Coaching

Best Practices

May 19th 2010

2

Agenda

‘Performance Conundrum’

Joe Mc Caig

'Coaching with Style by Solving the People Puzzle'

Sangeeta Bhatnagar

‘Empowering Customer Experience’

Danny Blouin

Q&A

3

Joe McCaig

Performance Conundrum

4

When it comes to Performance, we believe …

Our centres are fun places to work

Our centres must need better technologies to do the job

Our external attrition rate is directly related to the “new’ culture that employees are bringing to work with them

Our centres run at 90+% of what’s possible …with the resources we have !

Our investment in monitoring and quality programs translates into higher customer satisfaction scores

5

When it comes to performance, we hear ….

HELP !!!!!!HELP !!!!!!Every thing is absolutely

PURRRRRFECT!

Every thing is absolutely

PURRRRRFECT!

Customers can’t get

through

Customers can’t get

through

Employees will leave no matter what

we do

Employees will leave no matter what

we do

We lost 40% of our staff last year,

which is to be expected in our

industry

We lost 40% of our staff last year,

which is to be expected in our

industry

Service levels are out

of control

Service levels are out

of control

Our reps really need help on

handling difficult calls

Our reps really need help on

handling difficult calls

Budgets are frozen, so we

need to do more with

less

Budgets are frozen, so we

need to do more with

less

Our team leaders are new, but they are the pick of the crop!

Our team leaders are new, but they are the pick of the crop!

6

When it comes to performance, we observe …

Not many are having

fun!

Not many are having

fun!

Accreditation gaining

momentum

Accreditation gaining

momentum

Back to basics still

misunderstood

Back to basics still

misunderstood

Challenge, recognition and training / career

prospects

Challenge, recognition and training / career

prospects

Employees can be and want to

be more effective

Employees can be and want to

be more effective

New speak for old

performance issues “XXX “

= “YYY”

New speak for old

performance issues “XXX “

= “YYY”

Employees leave because

they want recognition

Employees leave because

they want recognition

Scorecards run at 70% to capacity

Scorecards run at 70% to capacity

Monitoring and coaching programs do not always result in higher quality or

customer sat. scores

Monitoring and coaching programs do not always result in higher quality or

customer sat. scores

7

What initiatives are at work in your centre?

How are you measuring success?

Who is accountable for the results?

How are they being implemented?

What are the drivers?

What are the actions?

8

When it comes to performance, you need to …

• Align

Metrics • Supportive

Environment

• Rewards &

Recognition

• Monitoring &

Coaching

• Call Flow

• Performance

Optimization Plan

Accountability Frameworks

•Training

9

Sangeeta Bhatnagar

Coaching with Style by Solving the People Puzzle

10

Been frustrated with other people?

Wondered why people do not understand you when you give them feedback?

Thought that people behaved randomly and unpredictably even after being coached?

Felt misunderstood, and that people did not see where you were coming from?

If YES to any of the above – YOU are not alone.

Today we will begin to solve the “people puzzle”

Have you ever…

11

“About 85% of the factors contributing to ….. success are related to the ability to work effectively with people” Dale Carnegie, How to Win Friends and Influence People

“If I understand you and you understand me, doesn’t it make sense that we can work more effectively together” Dr. Robert Rohm

Why do we need to understand others?

12

Reduce Stress while coaching and giving feedback

Minimize Conflicts and empower your team

Build Trust with team members while coaching to change

Raise Morale as a result of positive communications during coaching sessions

Improve Service Quality as the agents understand the areas that require improvement

Enhance Communication by understanding one another

Decrease Employee Turnover by providing positive employee experiences

Maximize Team Performance by working together towards common goals!

Greater Understanding Will…

13

Overview of Communication Styles According to Personality Blend

14

Understanding the "People Puzzle" Utilizing the DISC Model of Human Behaviour

15

D•Get to main point•Be BRIEF, SPECIFIC and QUICK•Think in terms of answering the “WHAT” question•Support your statements credibly

I •Keep a friendly environment, FAST and FUN•Think in terms of answering the “WHO” question•Help them turn their talk into action•Have short-term projects with incentives•Indicate mutual friendship•Focus on their accomplishments

C•Create a “pro/con” balance sheet for suggested actions•Be specific on points of agreement•Think in terms of answering the “WHY” question•Supply CLEAR, accurate data•Be patient and speak SLOWLY while providing DETAILS

S•Be AGREEABLE and NON-THREATENING•Show sincere interest•Think in terms of answering the “HOW” question•Demonstrate patience•Be clear and explain details calmly•Give them time to adjust to changes

Communication TipsCommunication TipsWhen speaking with each of the personality types, it’s best to:

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D•I like to be in charge•I like to have power•I like to make decisions•I don’t like the same routine•I don’t like doing slow or repetitive tasks•I like new challenges•I like to solve problems

I •I like a lot of friends•I like acceptance•I like other people to handle the details•I like a friendly environment•I like encouragement•I prefer short projects to long ones•I don’t like a lot of rules•I dislike too many regulations•I like public recognition

C •I like quality•I like detailed tasks•I like logical information•I like charts and graphs•I like to find creative solutions•I like to be organized and reassured•I have high standards of myself an others•I tend to be a perfectionist •I like to be commended for doing good work•I like to know and do things step-by-step

S•I like a stable lifestyle•I like to please others•I enjoy people enjoying life•I don’t like starting new projects•It makes me happy to see others happy•I like to feel appreciated•I like routine procedures •I enjoy finishing a task

Motivation TipsMotivation TipsEach personality style has different "hot buttons" They may say:

17

D“I want to do things my way!”

•What is this material all about?•Let me help teach the class•Be quick and to the point•Let me be in charge

I “I want to do things the fun way”

•I learn best in a relaxed atmosphere•Let’s learn by playing game•I enjoy being creative•I’ll understand if I can see it

C “I want to do things the right way”

•Answer my questions with quality information•Give me facts and figures•Let me do extra credit work•Explain your expectations

S“I want to do things the easy way!” •Please slow down a little bit so that I can process these changes•Go over it one more time•Help me understand this•I want to please you

Learning StylesLearning StylesEach personality types approaches instruction differently:

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1. Understand yourself and how your style will naturally approach coaching someone

2. Understand the agent you are coaching and how they will react from the appropriate feedback

3. Adapt your style to have a better relationship with your agent

4. Work together to build a strong team with greater results!

Steps to Improved Coaching

19

Knowledge Put into Practice!

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People: By understanding your agents and meeting them at their level in terms of learning and communication styles – you in fact are showing that you care. Remember – “People do not care what you know, until they know that you care”

Process: By applying your knowledge on Human Behaviour – you can improve the results from your Coaching sessions

Technology: Utilizing tools that you can count on to assist you in Quality Monitoring and Coaching

People Process & Technology

21

Novo Technologies

Empower

Customer experience

22

Born and raised in Canada for 15 years ! Teams in Levis (HO), Montréal and Toronto

Recognized experience and innovation in contact centre and enterprise recording.

For Quality Monitoring For Compliance

Is now deployed with hundreds of clients in North America.

Empower Customer ExperienceEmpower Customer ExperienceOne Contact at a Time!One Contact at a Time!

Novo Technologies

23

2 key solutions

Record and play Voice & Screen• TDM or IP• Permanent or on-demand• Integrate with other applications

Manage Quality• Recording Calendars• Evaluation Forms• Reporting• SaaS Coaching Module *

* Available June 2010

24

These organizations have chosen Novo

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Why choose Novo’s solutions?

Open Non-proprietary architecture integrates with most CC applications

Evolutive Adapts to your customers’ evolution Growth, requirements and technology choices

Single or Multi-sites Remote monitoring, centralized or multiple databases

Unmatched price-performance ratio New optimized architecture

Exceptional professional service Dedicated Canadian team is always available to make a difference for

your customers

26

Q & A

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Thank you...

Danny Blouin, VP Marketing and Sales

danny.blouin@novo.ca , 1.888.657.6686

Joe McCaig, President of JDR Enterprize Inc. jmccaig1@sympatico.ca

Sangeeta Bhatnagar, Principal of SB Global Human Capital Solutions sangeeta@SBGlobal.ca