Why We Are Different: Coaching
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.
Two key contributors of Staff turnover were selection and Management