The High-Performance Coaching system: a proven process for increasing sales, productivity and customer experience in your contact centres and retail network
If you’re under pressure to achieve your strategic goals, you’ll find this useful. It’s an overview of the High-Performance Coaching system, which we use with all of our clients.
The 8 parts of the System
It’s your frontline managers who are responsible for the sales, productivity and customer experience performance you’ve got. They’re also the only people who can increase performance to where you need it to be. Moreover, they can only do this by following the right system.
Unfortunately, even with all the best intentions, most companies fail to put in place a holistic system. Instead, they implement isolated components. They put sales training in place or run employee feedback surveys, or provide leadership training. However, these elements in isolation don’t deliver sustainable performance improvements.
This situation is where our High-Performance Coaching system comes in. It consists of eight parts which work together to ensure you get sustainable improvements in sales, productivity, and customer experience (like these businesses). They also help you improve employee engagement to world-class levels (check out our case studies).
The eight parts of our system are…
1. Performance Measures
Most managers focus their frontline staff on improving performance in business Results; over which their teams have minimal control. Measures such as sales revenue, average time to answer, and Net Promoter Score. Instead, they’d be better served by focusing their teams on the metrics over which they have significant influence. We call these the Objectives. These measures include sales conversion rate, average handling time and percentage of customer responses completed with 4 hours.
2. High-Performance Behaviours
Most managers don’t know what high-performers in their business do to get the performance they achieve, but they need to. Once identified, managers will know what they need to coach.
3. Coaching Techniques
Most businesses train their managers in only one coaching technique, at best. However, coaching is situational. This means your managers need to use different Coaching Techniques depending on the situation they face, and what they want to achieve. For example, they need to be competent in different Coaching Techniques to reinforce behaviour, correct off-track behaviour and guide team members. When this is the case, they’ll know how to coach to achieve the level of performance you need.
4. Coaching Rhythm
A problem we see repeatedly is a failure by organisations to prescribe a best-practice set of coaching activities their first and second-line managers are required to follow. This means managers often spend too much time behind their computers, doing admin tasks or in meetings, rather than providing the coaching their team needs to succeed. You need to prescribe the Coaching Rhythm your frontline managers need to follow, so they’ll know when to coach.
5. Coaching Course
Right now, your frontline managers aren’t skilled in High-Performance Coaching. This means they require training. We can provide workshops to close this gap for you. In addition, we can accredit your training managers and second-line managers as BravaTrak Super Coaches. This will enable them to keep your first-line managers competent at High-Performance Coaching.
6. Coaching Tracker
Unfortunately, it’s not enough to specify the Coaching Rhythm your managers need to follow. Without visibility of your managers’ coaching activity, you can’t hold them accountable for taking action. We’ve found when this happens, coaching becomes infrequent, if it’s done at all. Your managers need to be using an online Coaching Tracker to quickly record the coaching they’ve done. This makes their coaching notes easy to refer to, and gives you visibility of their coaching, so you can provide the support and accountability required.
7. Coaching Survey
You probably don’t have any visibility of the quality of coaching provided by each of your managers to their direct reports. Without this, you can’t hold them accountable for their coaching quality, or assist them to improve. Regular online coaching surveys provide the information you need to do so.
Your attention is the key to achieving your strategic goals. To ensure you increase sales, productivity or customer experience, you need to hold your frontline managers accountable for their High-Performance Coaching activity. This means you need to have a Coaching Rhythm in place, and have access to data on your managers coaching activity, and the quality of it.
As this overview has shown, to get sustainable improvements in sales, productivity, or customer experience in your contact centres or retail network, you need all eight parts of the High-Performance Coaching system in place. It’s taken us more than two decades of experience to develop and fine-tune it. We don’t know of an easier, more reliable way for you to achieve your strategic goals.
What you should do now
1. If you’d like help to increase sales, productivity or customer experience in your contact centres or retail network, then claim your FREE High-Performance Coaching strategy session. During this free consultation, one of our experts will discuss your situation and the system you need in place to achieve your strategic goals.