Why is Manchester United so often at the top of the league? Does this have anything to do with Sir Alex Ferguson?

When we analysed staff turnover in the call-center, we discovered two key contributors were selection and Management. Although turnover starts during the selection process, it materialises when an employee interacts with his/her Team Leader.

This is hard work and coaching accounts for 60% of how a Teledirect Team Leader invests his/her time. So, knowing how to coach takes an important dimension. Tracking coaching time and results is just as critical.

At Teledirect we have devised a process that leverages technology to report coaching sessions, coaching techniques and decision-making systems to optimize Management.

Team Leaders have pre-determined coaching quotas to be completed either side by side or silently, reported into an online systems that output performance improvement plans for each employee. It further helps decide in which Performance Level Group should an employee be part of. A, B or C?

When it comes to Managing large groups of employees, analytics become important and we take advantage of statistics such as XY Scatter charts, Standard Deviation Analysis for each Employee, Performance Progression and recommended remedial actions.