A Story – About really understanding your best people (Telecommunications)

26-May-2009 Sally, Sue and James consistently sold 200% more products and services than other operators, and in half the time. After 2 years, they had become team leaders, got bored and left.

In another company, Joan, Heather and Mat also sold 200% more than all their colleagues. Here, the contact centre created a system where all the very best calls were recorded and then meta-tagged by product and placed on an “Online Training Dashboard” where users could rate these calls on their value. Those calls that ranked 3 or less were eventually dumped. That dashboard now has over 500 high performance calls!

Joan, Heather and Matt became team leaders who were charged with creating people to achieve the same results and they were paid well to do this. The created a workgroup to map three key things they did, in each product sale, that their people could adopt! When people struggled, they buddied them up with experts they had coached and trained so that change took hours, not days or weeks. When change did take only hours, they were amazed. They then became trainers for other team leaders, teaching them how to coach.

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