The High-Performance Plan
How to get the performance improvements you need, so you exceed your targets and achieve your strategic goals.
Scroll down for the details of each stage
Our ‘Whatever it takes’ guarantee
You want a solution that’s going to deliver you sustainable improvements in sales, productivity or customer experience across your contact centres or retail network. We’re 100% committed to delivering it for you.
So if you’re not totally satisfied with the improvements you’re making, we’ll do whatever it takes to help you get them. That means we’ll provide you with guidance and support – at no extra cost – until you get the improvements you’re totally satisfied with.
How to get started
We appreciate how hard it can be to improve sales, productivity or customer experience in your contact centres or retail network, so here’s how we’ve made it easy and risk free.
1. You schedule your FREE High-Performance Coaching strategy session. One of our experts will discuss your situation and the system you need in place to achieve your strategic goals.
2. We’ll analyse whether we’re a good fit for each other. We do this because we only work with businesses which are serious about improving their performance.
3. If we feel that we’re a good fit, we’ll discuss how we’ll help you achieve the performance you need.
A breakdown of the High-Performance Plan
Strategy Execution Workshop
Before implementing the High-Performance Coaching system, there are several elements that need to be decided upon. In the workshop, we’ll help you identify the:
Strategy Execution Champion
Coaching Rhythm you’ll expect your frontline managers to follow
High-Performance Panel members
High-Performance Behaviour Identification
To get you the rapid improvements in performance you require, the High-Performance Behaviours which drive the outcomes you’re seeking need to be quickly identified. This will enable your first-line managers to start coaching their teams to use them.
We’ve found the best approach is for the BravaTrak team to identify these Behaviours, and the High-Performance Panel to refine them. To identify these Behaviours, we’ll:
Observe average performers
Interview high-performing managers
Run a one day workshop with high-performing frontline staff
Develop High-Performance Behaviour checklists and job-aids
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.
>High-Performance Coaching Workshops
This workshop trains your first and second-line managers (and all High-Performance Panel members) in High-Performance Coaching. It consists of an initial two-days, followed a month later by another two-days.
>Super Coach Workshops (recommended)
Your managers won’t master High-Performance Coaching just by attending a workshop. They’ll need to apply it and get coached on an on-going basis. Combining training with coaching improves returns four-fold compared to training alone (CEB, 2005). This is where your Super Coaches come in.
The two-day Super Coach Workshop is for second-line managers and training managers, to equip them with the skills they need to coach your first-line managers in the High-Performance Coaching techniques. Managers attend this one month after completing the High-Performance Coaching Workshop.
After completion of this workshop, each participant will be accredited as a High-Performance Super Coach.
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. 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 real-time visibility of their coaching, so you can provide the support and accountability they require.
High-Performance Panel Mentoring (recommended)
If your Panel doesn’t receive on-going mentoring, there is a possibility they will dilute the High-Performance Behaviour checklists with behaviours that don’t lead to high-performance. If this happens, your managers will focus their coaching on their wrong things, and any gains in performance fall away.
We provide mentoring to guide the Panel on the process to follow to identify and refine the High-Performance Behaviours. We also ensure the Panel continues to focus their attention on the behaviours which lead to high-performance.
Super Coach Calibration (recommended)
Because Super Coaches work separately to each other when they’re coaching, they don’t have the opportunity to get feedback. Over time, they can go off-track with the process they use to coach managers, and the Coaching Techniques.
To stop this from happening, we provide six-monthly calibration of Super Coaches to give them the coaching they require to remain skillful.
Senior Manager Mentoring (recommended)
For most senior managers, much of the High-Performance Coaching system is unfamiliar. This means it’s difficult for them to always make informed decisions about its implementation.
During the first few months, we provide them with the guidance and support they need to implement the High-Performance Coaching system for maximum performance.
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.
CEB. (2005). Building a world-class coaching program: Partial overview of 2005 strategic research findings (p. 2).