Takeaways | Executive Strategies to Build a High-Performance Culture at Your Call Center

Megan Black
Megan Black
Takeaways | Executive Strategies to Build a High-Performance Culture at Your Call Center
👉 Click here to watch the full on-demand recording.

Unleashing Potential through Effective Coaching and Increased Agent Commitment

In today's fast-paced, competitive business environment, the necessity for organizations to cultivate a high-performance culture is no longer a luxury but a compelling requirement. 

A high-performance culture is the bedrock that fuels innovation and excellence. It's not just about meeting the set business targets, but also about fostering an environment that motivates individuals to constantly strive for improvement and exceed their own limitations.

In a recent webinar, a panel of industry experts including Cary Danner (AVP UHealth Connect, University of Miami), Kevin Spence (VP of Client Success, AmplifAI), Rick Zayas (VP of CX Strategy & Performance Improvement, COPC), and moderated by Melissa Pollock (VP of Client Success, AmplifAI) and Lezli Harrell (SVP, COPC) shared their insights and strategies for nurturing a high-performance culture. 

They focused on three vital elements:

  • Enabling results-driven coaching conversations
  • Boosting agent commitment
  • Measuring the effectiveness of feedback

Check out the takeaways from this can’t-miss event below and watch the on-demand recording here!

Results-Driven Coaching Conversations

Coaching is the cornerstone to improving agent performance. However, the power of effective coaching in driving performance improvements comes from initiating and fostering results-driven conversations.

To ensure the coaching is truly effective and results-oriented, frontline supervisors need to focus on measurable, specific metrics that can directly tie back to the agents' behavior and performance. This enables supervisors to get a comprehensive understanding of their team's strengths and weaknesses. It also helps team leaders to identify where the bulk of their time and resources are being utilized.

Coaching should not merely be a means to improve the current performance levels but it should aim to equip agents with the ability to self-correct and self-regulate their future performance. 

A self-improvement approach empowers agents with confidence and the necessary tools for continuous performance enhancement – contributing to the overall high-performance culture.

Increasing Agent Commitment

Your agents are often the first point of contact for your customers. This means agents play an indispensable role in the functioning and success of your business. The importance of fostering increased commitment among your agents is key to creating a high-performance culture.

To elevate agent commitment, our panel suggested three strategies. These strategies include: 

  1. Build trust between agents and team leaders
  2. Positively reinforce desirable behaviors
  3. Give regular and constructive feedback 

Trust-building is achieved by creating an environment of open and transparent communication. It's essential that managers don't just communicate the tasks, but also explain their context, the rationale behind them, and how the agents' work contributes to the larger objectives of the organization.

When coaching agents, it’s easy to focus solely on criticism. However positive reinforcement is critical to improving morale and creating a high-performance culture. Recognizing and rewarding an agent’s positive actions and behaviors motivate agents to replicate them. 

Regular feedback helps agents gain clarity on their areas of strength and the areas requiring improvement. This fosters an agent’s growth and development. When agents feel valued and understand the importance of their work, they exhibit higher levels of commitment, leading to enhanced engagement and improved performance.

Measuring Feedback Effectiveness

The saying "what gets measured gets managed" holds significant weight in the context of feedback effectiveness. Measuring coaching effectiveness is a crucial step in fostering a high-performance culture.

Monitoring and measuring behavioral changes at an individual level provides insights into the effectiveness of coaching and feedback. This allows organizations to identify patterns and differences in the effectiveness of different supervisors or team leads. 

By comparing and analyzing these differences, organizations can identify best practices and replicate them across different teams.

The most effective feedback comes from personalizing coaching methods to cater to individual needs. Recognizing that different individuals respond differently to various coaching styles – and creating custom coaching plans to fit – leads to more effective feedback and a subsequent improvement in performance.

Making a High-Performance Culture the Standard, not the Exception

In today’s fiercely competitive business environment, developing a high-performance culture is not merely advantageous, it's necessary. 

This journey towards high performance involves implementing effective, results-driven coaching, nurturing agent commitment, and employing rigorous measures to assess the effectiveness of feedback.

However, the path to a high-performance culture is not a linear progression. It demands a high level of dedication, resilience, and a willingness to learn and adapt continuously. It involves nurturing a growth mindset, where every failure is viewed as an opportunity for learning, every success celebrated, and every improvement – no matter how small – appreciated.

The potential of a high-performance culture is phenomenal. It holds the power to drive organizations to new levels of success, improve productivity, enhance efficiency, and stimulate innovation. 

By focusing on their most valuable resource – their people – and refining processes to maximize each employee’s potential, organizations can effectively build a culture that meets the demands of the current business environment, while also being ready to tackle future challenges.

As each of these elements is effectively implemented and fine-tuned, organizations move a step closer to achieving a culture that truly excels, where high performance becomes the standard, not the exception.

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🚀 Ready to build your own high-performance culture? Let’s talk. 

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Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

Unlock the potential of your employees and skyrocket your ROI with cutting-edge coaching.

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Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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