The Customer Experience Improvement Plan
To put a High-Performance Coaching system in place to increase customer experience, we’ll help you:
With this system in place, you’ll increase customer experience while improving employee engagement.
Scroll down for the details of each stage
To give you an accurate indication of pricing, please schedule your FREE High-Performance Coaching strategy session so we can identify your requirements.
We aim for clients to achieve at least a 10x return. We do this by helping you:
To avoid missing your customer experience targets.
To increase employee engagement, eventually to a world-class level (this journey can take up to 18 months). We’ve found this decreases sick leave (like one client who reduced it by 34%), and lowers staff turnover.
To free up your budget by avoiding having to replace some of your voluntary leavers (while retaining the same level of Customer Experience). Like one client who reduced staff by 31%, another who stopped using the equivalent of 20 temps, and another who reduced staff costs by $200,000 a month. All these clients increased Customer Experience at the same time.
Cut your telecommunications costs. Like one organisation which is now saving $200,000 a month in telecommunication costs due to reduced handle time.
Increase your sales. Like one client who increased sales by 519%, another who increased revenue by 278% in one campaign (and by 281% in another), and another client who increased conversion by 25%.
Our ‘Whatever it takes’ guarantee
You want a solution that’s going to deliver you sustainable improvements in customer experience and employee engagement across your contact centres. 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 customer experience, efficiency or sales in your contact centres, 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 Customer Experience Improvement Plan
Customer Experience Improvement Workshop
In the workshop, we’ll help you identify the:
Customer Experience Champion
Performance Measures to be focused on
Coaching Rhythm you’ll expect your Team Leaders and Centre Managers to follow
Way you’ll hold managers accountable for taking action
High-Performance Panel members
High-Performance Behaviour Identification
To get you the rapid improvements in customer experience you require, the High-Performance Behaviours which drive the CX outcomes you’re seeking need to be quickly identified. This will enable your Team Leaders 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
Each quarter, we’ll review with you and you Super Coaches the progress that’s been made, and help you decide on what needs to happen in the next quarter.
>High-Performance Coaching Workshops
This two-day workshop trains your Team Leaders and Centre Managers (and all High-Performance Panel members) in High-Performance Coaching.
>Super Coach Workshops
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 one-day Super Coach Workshop is for Centre Managers and Training Managers, to equip them with the skills they need to coach your Team Leaders in the High-Performance Coaching techniques. Managers attend this immediately following the High-Performance Coaching Workshop.
After completion of this workshop, each participant will be accredited as a High-Performance Super Coach.
>Weekly Coaching Calls
These are for your Super Coaches, so they’re able to get expert guidance when they need it.
You need Coaching Execution software to track the quantity and quality of coaching provided by your Team Leaders and Centre Managers. This will enable you to hold them accountable for providing the coaching required to maximise customer experience and employee engagement.
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.
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.
What you should do now
1. If you’d like help to increase customer experience in your contact centres while improving employee engagement, 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.
2. If you’d like to learn about High-Performance Coaching for free, go to our “Learning Zone” page, where you can get download resources to help you start increasing customer experience today. Or if you’d like us to assist you with increasing customer experience while improving employee engagement (not for free), then contact us and we’ll discuss your requirements.
CEB. (2005). Building a world-class coaching program: Partial overview of 2005 strategic research findings (p. 2).