Archive for the ‘Business Marketing’ Category

How can Professional Life Coaching help You?

I am often asked the above question, “How can Coaching help You”

Well, Coaching allows you to set realistic goals / objectives that you want to really achieve in life.

How much time, effort or money would you be prepared to commit to, to change your life for the better?

Before you answer the last question, you need to understand the benefits you will get by achieving a goal / objective.

The easy way to imagine / visualise the benefits you will gain, lets draw a circle and call it the Wheel of Life and divide the circle into eight segments / areas or as many segments / areas as you want.

Next name each and every segment of the Wheel of Life with an aspect of your life, i.e:-

1) Health, 2) Wealth, 3)Work, 4) Social Life, 5) Interests / Hobbies, 6) Personal Development, 7) Friends, 8) Family Life.

Now I want you to rate each segment / area of your life with a number between one and ten, one being the lowest score (Least Happiest) and ten being the highest score (Happiest).

Once you have done this exercise, you will now have a visual chart that clearly shows how you rate various areas of your life.

If you score eight or above, it shows you that you are pretty happy with those areas of your life.

Next you need to look at the scores under eight and put them in order of priority, i.e which areas you need to change first that will make the biggest impact on changing your life for the better?

So lets give you an example, lets say I am overweight, what would be the benefits of reducing my weight?

Answer – Feel good /healthier, Eat healthier food, Healthier life style (more active, walking, sports etc,), Save money (on food, clothes etc.) etc.etc.etc.

Now by doing the above, what impact would being healthier have on the rest of your segments / areas of your life.?

When you are selecting which segment / area of your life to work on first, take a moment to reflect on which area would have the best impact that will benefit you and your life most.?

Once you have completed a segment / area of your life and are benefiting from it. You can then move on to the next segment / area which needs improving and so on until you have achieve the scores on all of your segments / areas of your life.

It is not rocket science, but by having a Life Coach who will work with you helping you to set realistic goals / objectives along the way. Plus they will be able to assist you overcome any barriers / obstacles which may get in your way.

Remember without a Life Coach, you may achieve certain improvements on your own, but how many times have you tried and not been successful to date?

With a Professional Life Coach, you will be able to achieve success in every segment or area of your life.

So how valuable is it to be able to completely change your life for the better and all you need is a Professional Life Coach.

I hope this article goes a long way to demonstrate, “How can Professional Life Coaching help You”?

 

 

 

Diagnose What is Stopping You ?

What is a diagnosis ?

It is a process to identify what is stopping someone from achieving something that they want to do, but are struggling to do so.

If you follow the process listed below, you can start to work out what obsticales / barriers are getting in the way of someone achieving their goals etc.

Hou to Carry out your Diagnosis

 1.       Gain a general sense of the issues

 Asking open questions and actively listening in order to get the coachee to open up about the current situation.

 Example questions –

  •  What is it you’re trying to achieve?
  • What is your goal?
  • What is the ultimate intention of achieving that goal?
  • How long have you had this goal?
  • How important is this goal to you?
  • What have you tried previously?
  • What was the result of this?
  • Tell me about a time when you achieved something that you thought you couldn’t.
  • What did you do that made you successful in this?

 2          Home in on particular incidents

Link and build your questions based on the responses given in order to get more information and find the root cause

 Example questions :-

  • Tell me more about…….
  • Give me an example of that.
  • What happened when……?
  • What was the outcome?
  • Tell me about times when you have been successful in this area, what was happening?
  • What do you see as being the implications of…..?

 3          Identify what’s stopping a better performance

Example questions :-

  • What stops you from…..?
  • What would need to happen for you to be able to……?
  • When you tried that in the past, what was missing?
  • What else would you need in order to succeed?
  • Pose the Suppose – Ifx was not an issue, would there be anything else stopping you?

Choose the right type of question to help the coachee to identify what barriers they are facing and what is stopping them from getting what they want

 4          Work out and agree if/how coaching can help them

  • I will get you to agree some action plans, are you happy to carry these out?

Check for their commitment to coaching and explain the guidelines of how the coaching relationship will work.

 Once you have done your diagnosis, if you determine it’s –

 Knowledge

 Discuss how they can obtain this knowledge

Aptitude

This means the coachee is not really cut out for the role

You can’t put in what god left out!!

 Attitude or Skills

 This is where you coach, you can now go on to use the GROW model and this will help you get the best results from your coaching session.

 From what you have learned today and from past experience, write down:

 1.    Your main strength’s when doing your diagnosis?

2.    The one area you still need to develop?

3. How you will address this development area?

 

 

 

 

 

 

 

 

April 28, 2013 by purecollaboration

I have been thinking long and hard about the future of Pure Collaboration, having trial’ed various events for five events from July to Nov in 2012, to see whether it was a venture that firstly had merit and secondly that there was a need for within the Business Sector?

Well the events were a success and due to the positive feedback recieved from members and visitors, on how they found the events interesting on several levels. Firstly it was a business club with a difference, they enjoyed the sponsor spots, plus the informative educational spots that provided valuable information which helped businesses to think about how they can look to build relationships with and for the disabled market.

So I have taken time out since Dec 2012 to reflect on the options available for me to launch a fully operational business club for abled and disabled to meet, share ideas and exchange ways that will benefit their own businesses and the local community as well.

The club will be for the benefit of Businesses, Universities, Colleges, Charites, Local Authorities and for the Local Community to take part.

One key factor I am looking for, is for local businesses to take an active part, become fully involved in the promoting, day to day running etc and in return for their effort , they will get recognition for being a business that is active within the local community and has demonstrated by your commitment.

I am not looking for free cash injections (but I wouldn’t be rejected any), more importantly it is about gaining additional expertise from established businesses who have the knowhow plus the contacts to help fellow businesses to grow and develop. In return they will have the knowledge of become part of something that is special & currently there is nothing like it out there in the market place.

The Clue is in the name “Pure Collaboration” by giviing and supporting others you will get a return on your investment (witch is based on effort) without any real financial cost to you or your business.

So if you want to be part of a new venture that is being put together to provide, development, education, sales skills, marketing knowhow, confidence building etc.etc.etc.

Plus you will gain from the expertise from every club member as well their support in build your business via support, knowledge & contacts.

Finally I am keen for all Colleges, Universities, Local Authoriites, Charities, Existing Businesses, New Businesses, New Start Up Businesses and supporting everyone within the community that wants to change their existing life and support others to do the same.

If you can see my vision, like the sound of what I am saying and feel you want to be part of this journey, then contact me at msbiginelli@gmail.com or martin.biginelli@yahoo.com. or contact me direct via 07710163790.

Thank you for taking the time to read this blog, but I hope more importantly that it prompts you to respond in a positive way and get on board with this venture.

Many Thanks & Best Wishes

Martin

Make Use of Your Believe’s

Sorry for the long absence, simple reason is that life got in the way of creative writing.

But I am back and I will be writing as usual from the heart, plus from the knowledge I have either gained or experienced along the way.

Well I sat there thinking tonight, what should I write about, well one of my own believe’s is that the no 13 is my lucky number. What do I attribute this to, simply from childhood to date, it has always been a very fortunite number and has on a regular basis rewarded me in lots of different situatations.

So you can imagine, as we entered the year 2013, my thoughts naturally changed and were raised to a very high positive position. So much so I begain telling everyone in my circle of friends and business colleagues, what a good year this is going to be.

Which I was often challenged to explain how I knew it was going to be good for me? And on what basis was I qualifying this statement.  I simply stated that it is my own belief, based on my own life experiences since my childhood, that for me it is a number that has always come up as a positive experience.where others had stated the number 13 was an unlucky number.

Well let me confirm what has happened to me so far this year :-

Bearing in mind it is only March (3 Months).

Family :-

Firstly my two son’s confirmed they were expecting a child, followed by my nice confirming she was expecting her first child and then my nephew was also expecting his first child. Plus I have a family wedding in April, both my sons & partners have been able to build their own skills sets to enhance their development, which has enabled them to all to secure new positions and enhance their life styles.

Work :-

I am developing my business  to the next level by collaborating with other businesses and I have also signed up to continue my learning and development on a regular basis to add additional skills,qualifications etc. to enhance the support and services I can offer my clients.

I also tested a new style of business club on the open market from July to Dec last year, now that the test has proved to be so positive, I have decided to launch the business club on a full time basis.

The club name for those interested in finding out more and even joining it are :- Pure Collaboration Business Club,  Web Site Link is, www.purecollaboration.wordpresss.com or email purecollaborationgroup@gmail.com & Twitter A/C is Twittter.com/PCollaboration

Personal :-

I have put plans together to relocate my home to one that is designed for my life ahead.

So you can see what I mean, by I already had very positive believes since my childhood, which have allowed me to remain positive and I intend to put these positive vibes into good use.

To sum up, if you have a believe that you really do have valuable evidence to back them up, then your memories are to be followed and let them lead you to a positive end.

My thoughts are based on my expereiences throughout my life to date, but you can see why I am feel so positive and you know what happens when you feel positive you achieve results against sometimes all the odds.  So I have nine more months to go in 2013.

Wow I can’t wait to see what the rest of the year has in store…. :-)))

 

 

Life as a Team Manager / Leader

My perceptions prior to taking the role:-

My initial feeling was one of Oh Sh…..ger why me?

Then when I had time to think in real time, I realised I had mixed feelings about the why’s and wherefores of undertaking this challenge. This produced various reactions in my emotions. Some were positive and some were negative.

My first real thought was with reference to how difficult will it be and how am I going tackle this project?

What resources do I need and what am I going to bring to the role?

I was informed from various sources that I would be facing a real challenge and that I had my work cut out as they were deemed to be a no hope case and that I would be spending my time in 121′s all day long!!!!

I spent the weekend prior to taking over the team, planning and thinking about what lay ahead and how I was going to maximise this opportunity. Once the dust had settled, I actually became quite excited, plus privileged to have the chance to work with the team and implement my skills into the role.

I thought about the best way to interact with individual team members, to make sure I was firm but fare, whilst being able to make changes and improve performance. Also I reviewed the type of difficult situations that may arise and how to address them. Problem solving could well be the key to moving things forward, whilst developing and motivating individuals at the same time. This compared in reality:-

Well the next three months certainly challenged me and made me rethink particular aspects of my perceptions.

I have a very different outlook towards the role now, than I had prior to doing this project. I have to acknowledge the role in the current climate is very challenging.

And it is difficult, no matter how well prepared you are or what skills you have, to handle and complete every task that is required of a manager.

In order to achieve the desired results on time every time, a manager has to have excellent organisational skills as well as good time management abilities. They also need numerous other attributes / skills, such as communication, influencing, approachability, diagnostic, goal setting, feedback, coaching, and etc.etc.

Especially when there are so many potential obstacles and distractions, which are out of your control and may have an impact on the way, you work or get in your way – big style.

The best laid plans and all that?  Well as they say, it is easy to judge from the outside.

Now that I have experienced being a team manager, I feel that it has given me a better understanding of the trials and tribulations that affect every manager and I have now taken appropriate steps to reflect this within my own coaching sessions with fellow team managers.

Now that I have worked from inside a call centre, rather then as a national coach working on the outside, looking in. I am very surprised at the lack of ability to manage, develop and motivate staff to the degree that sees individuals achieve the desired performance levels for them and the business.

Where fire fighting and quick wins seem to be the order of the day, rather than identifying the underlying problems and creating long term fixes. There is a need to examine previous and present practices and then to breakdown the elements in a way, that allows you to objectively decide, what is best for the business. Then you can produce true brand values that everyone understands, wants and strives to achieve.

I keep asking myself the same old questions, which I have done now for nearly nine years. Why aren’t people and resources looking at the bigger picture?

The focus of attention should be to reduce costs, reduce attrition rates, increase profits, increase customer client base.

Work is becoming an uphill struggle rather than a place that is challenging, exciting, and gives you the opportunity to have plenty of fun; this would create an environment that everyone could benefit from. 

What were the major challenges:-?

Attitude – Overcoming suspicion from agents, i.e. who am I, why am I here, what is he up to and etc.etc. Changing/challenging/reviewing current beliefs & values i.e. can’t sell, won’t sell, don’t know how to sell.

Skills – Identifying existing skill sets / current capabilities and what level these are it.

Knowledge – Know the current level of understanding and ability with regards to sales, processes, systems, products and PRP targets.

Aptitude – Is anyone struggling and unable to cope, if so identify why and check to see if they are in the right job?

Review Neurological Levels:-

Identity – Who

Beliefs & Values – Why

Capabilities – How

Behaviours – What

Environment – Time or Place

Further Challenges:-

Key issues and objectives:-

  • Overcome barriers – Remove the pressure element / focus on what is best for agents and customers – Results will follow.
  • Change mind sets – remove the winger (Mood Hoover) from the current climate
  • Change assumptions / perceptions.
  • Make sure I do what I say and mean what I say (in other words lead by example).
  • I need to demonstrate I am doing the right thing.
  • Spend time with agents – let them know I care and have their interests as my focus.
  • Focus on quality.
  • Improve performance on all KPI’s.
  • Goal setting – get everyone setting goals for themselves.
  • Have fun – create the right atmosphere.
  • Agents to take responsibility for their performance and actions.
  • Set actions / coaching plans for each agent.
  • Focus on sales through excellent customer service –
  • Do the right thing for your customer.

 Other issues:-

  • Team performance
  • Qdos/setting up accounts/leaving – closing accounts
  • Time keeping
  • Sickness
  • Return to work
  • Occupational Health
  • Hub / Resources
  • Fare
  • Incentives
  • Own development?
  • Support/backup
  • Communication
  • Planning
  • MI data/reports
  • DPR’s
  • Team meetings
  • 121’s
  • Agent records/files
  • QA’s
  • Complaint handling
  • Training/arrangements
  • Recognition/incentive/rewards
  • Co operation

KPI’s

AHT – Reduce call times without impacting on customer service.

PARTICIPATION – Get sign on from all agents.

CONVERSION RATES – Gain commitment from agents.

SALES IMPROVEMENT  Focus on what is best for customers.

Achievements –

  • Achieved best ever team performance.
  • Provided proof that time spent with agents produces increased performance.
  • Built relationships with all departments and personnel.
  • Earnt respect from agents.
  • Improved relationship with agents.
  • Improved individual performances.
  • Sign on from agents.
  • Resolved ongoing problems / issues A.S.A.P.
  • Provided ideas for incentives and how to drive them.
  • Gained insight into how managers work and interact (CCM – DPR’s etc.etc.)

I changed the display boards to reduce the amount of information on them, because to much detail reduces the impact it was meant to have.

I showed the key KPI’s that everyone needed to achieve and when anyone hit any key targets they were identified as success player and were highlighted by luminous cards with smiley faces on. This also had the desired effect of showing who was doing the right thing for their customers, them and the business.

It was fun colourful and allowed everyone the opportunity to focus on what was needed as well as knowing how they were doing.  Without having to wade through too much detail that may confuse or look like to much trouble and effort to achieve.

Sharon  Improved performance with her AHT, Sales and Conversion targets. I have managed to gain her an opportunity to take up a P3 position from May / June.

Jackie – Improved her AHT, promoting ratio and actual sales performance. I have invested time with her to address performance and issues affecting her work and well being. She has applied for a more suitable position – and has had an interview for a position on the HUB team. Currently off work on long term sick.

Su – Changed her mind set and she is producing sales on a small but regular basis. I now have her respect (She as dropped her guard and has opened up to me). Although at any given opportunity she would revert to type and then wants to fight system again.

Tommy – Changed his mind set which has resulted in him being proactive with regards to promoting to customers whilst reducing his AHT at the same time. This has had the added impact of increased sales.

Taqueer – He has been a real challenge, and I need to spend additional time with him to direct his focus towards setting goals for each and every day and monitor the outcomes. His buzz word is I am trying?

He has just attended a sales training course, which has confirmed and identified what he needs to do when dealing with customers.

With the sales training and support from me, Taqueer has turned the corner and his performance has improved with increased sales which as impacted on the other KPI’s. In a positive way.

Paul - He is a new comer to the team, and has only been with the team for approx seven weeks. We have been focusing on his AHT to build good habits, before moving onto any other targets. He is consistently smashing his AHT target and we are working on introducing sales into his call structure. Which has resulted in Paul setting himself goals, around sales targets? He is gradually working towards his agreed goals / targets.

Heather – Again she has potential to achieve results, has no problem with regards to sales. I am working on her attitude and looking for a sustained and consistent approach in performance. I have started coaching around perception and how this is impacting on her and her future plans to progress further within British Gas.

Heather has shown improvements in her performance and has even sold care products i.e. KAC for the first time, after stating previously that she could not sell KAC as she did not believe in the product and thought was a load of K……

She also helps to drive up team performance by setting challenges amongst her team mates. i.e. her against them to see who is the best at achieving results.

The key is to keep Heather focused at all times, if she is allowed to get board, she stops performing purely because she needs to be kept stimulated at all times.

Lorraine – This has been an on going challenge, to change her attitude relating to sales and the pressure received from management. She has increased her sales performance and for the first time has been earning money through her QDOS (£33). Her AHT has been reducing and she is now hitting her AHT target on a more regular basis. The aim now is to achieve consistency, because her performance fluctuates daily and there are highs and lows in the same week.

Naveed - Again I have been working on her attitude towards management, she is a very competent agent who has produced results in the past and lacks the motivation to strive towards producing results now, due to pressure from previous managers. Since working with Naveed, she has actively been one of the best performers on the team and has responded well to my style of management.

She has just undergone SAP training and is having problems adapting to change?

Sajid – Attitude has been the main focus, I have invested time with Saj, because he is a person who needs to have trust and respect for his managers before he delivers results. He has increased his sales performance and is also cross selling whilst keeping his AHT to an acceptable level. His participation and conversion rates have also improved due to this.

Mohammed – I have had to work on his attitude and resulting behaviors. He likes to focus on himself and not listen to others. Which gives him a label of a difficult individual and gets a negative response from other managers? I have managed to review his perceptions in relation to his role and confirm what I will deliver as a manager and what I expect from him.  This has resulted in an all round improvement in his performance and he has started to sell on a regular basis and is also cross selling. Without having any significant impact on his AHT. Where he struggled to achieve any targets and was only focusing on his AHT when I arrived. He now hits participation on a regular basis, improved his conversion rates as well as sales.

There have been many issues during the three months which have impacted on me as an individual as well as the team. I have enjoyed working with everyone in the team and have identified what is important to each individual and what makes them tick.

Working reduced hours / time due to travel commitments between Cardiff and Manchester on a weekly basis. I was unable to cover the full role and had to leave certain areas for others to oversee and manage.

The only problem with the last point was that invariably due to various reasons, i.e. staff shortages, holidays, training etc.etc.this did not happen.

A lot of the good work I had undertaken during the days I was available, went to waste and I had to continually rebuild and re affirm and allay any fears or concerns each individual had as well the team collectively.

Also a lot of details regarding performance management, sickness reviews, back to work interviews, informal and formal stages, fare, recording and updating files etc.  Were new to me and I had to have a crash course and self teach myself.

Another issue which plagued me through out the whole process was gaining access to systems and obtaining the correct permission and passwords to used them as well.

And whilst all this was happening, I was in the process from changing computer systems from NT to XP. And if that was not enough, my log / sign on’s changed from Cardiff to Manchester Talbot road, adding further confusion.

What would help in the blue sky scenario:-?

Start at 10am have a 2 hour lunch and finish at 2pm, be able to watch Sky sports and Sky movies whilst helping yourself to the tea trolley.

Or the next best thing would to have:-

Have regular DPR’s, ideally daily.

Have regular Team Meetings again ideally weekly/fortnightly

Have regular 121 times with every agent again on a weekly/fortnightly basis.

Set up a quality team/department.

Set up a sales complaints team/department.

This would enable me to provide the sufficient levels of time to manage develop and motivate all my agents.

The benefits to the business:-

  • Improved skill sets
  • Motivated staff
  • High achievers
  • Business growth
  • Improved profit
  • Reduced leakage
  • Reduced attrition
  • Improved performance
  • Customer retention
  • Multiple products
  • Improved employee engagement scores (fun and enjoyable place to work)
  • Better (more informed staff) qualified staff
  • Reduced complaints

My feelings after having carried out the role:-

If I am honest I am relived to have returned to my role of coaching

(Purely because I love coaching and it’s what I’m trained to do and I feel it’s what I do best) although I will miss working with my team.

I built a good relationship in a relatively short time with my agents and on the limited time I was able to provide any coaching or feedback, I managed to make certain changes in attitudes and performances and improved the overall KPI’s during my time with them.

They are currently working towards double figures every day, rather than single scores. In fact the team managed to produce their highest ever sales performance on three separate occasions, also producing their best ever conversion rates i.e. 5.67%.

I enjoyed the team spirit and comradeship between me and my team, because that is what they became my team. The team has since grown in size and is now up to sixteen members.

What / if anything that I would change as a result of the experience:-

1) Sales Complaint Handling

Each site should set up a team to centralise the whole process. Being under one roof is the best way to monitor the whole process from start to finish. This will also maintain consistency throughout, from recording details, monitoring each stage of the process, listening to calls, giving feedback and the final outcome of any complaint.

This will avoid time that is taken up to investigate, track details of dates, times etc, request archive tapes / calls, completing SID (several times), providing feedback and any possible support or training that may be required, along with any possible disciplinaries.

An additional benefit would be to free up more valuable time to provide support, training, coaching and feedback to help develop and motivate staff, which in the long term would reduce attrition and increase the feel good factor.

2) QA’s

Should be carried out by specialists (i.e. a QA team) dedicated to quality and quality issues, they would be able to give consistency and impartial advice along with guidance. The added benefit would be to free up time for TM’s to use and invest in valuable time with their agents, helping to drive motivation as well as providing development opportunities for all agents.

This would reduce the stress levels, possible errors, improve customer experience, aid development, help with motivation, improve moral for all agents and TM’s.

This will allow additional quality time to be spent between managers and agents. Something that is not happening currently due to various other issues i.e. contingency, meetings etc.etc.

3) DPR’s / Briefings

This is a must if the business is to remain on track with informed and motivated staff, the down side when they don’t happen is incorrect information or latest information not reaching the customer on time when needed. Which can and will lead to possible cancellation of products and services?

Think of the message this gives to people, (me in particular) at times I felt frustrated and disillusioned and I new the reasons why they weren’t happening.

It is a false economy that has long term implications and little benefits to the customer or the business.

4) Team Meetings / Training / Performance

Same points and reasons as DPR’s

5) Regular 121’s

Same points and reasons as DPR’s

6) Same Support for TM’s

The support TM’s receive from their line managers

(i.e. coaching, feedback development, etc) is virtually none existent…

7) Reduced volumes / amounts of MI

(i.e. produce one definitive simple KPI report) that tells it as it is and not takes valuable time and effort to work out what needs to happen next. Currently using two forms of APS + Tammi + Matrix + + + +

The biggest impact on me during my time as a TM, was the amount of time lost through unproductive work along with time consuming work that has distracted the quality time that I needed to run my team.

If this had been my own business my priority would have been to develop and motivate my agents to maximise potential and help to build good quality agents.

Who provide our customers with the knowledge and skills they should expect from a market leader.

The benefits to me would be happy people all round, greater profits and sustained business growth. Thus avoiding quick wins and catch up situations every year trying to maintain and replace lost business, not to mention the huge cost for replacement staff and additional training costs.

That’s it folks

My perceptions prior to taking the role:-

My initial feeling was one of Oh Sh…..ger why me?

Then when I had time to think in real time, I realised I had mixed feelings about the why’s and wherefores of undertaking this challenge. This produced various reactions in my emotions. Some were positive and some were negative.

My first real thought was with reference to how difficult will it be and how am I going tackle this project?

What resources do I need and what am I going to bring to the role?

I was informed from various sources that I would be facing a real challenge and that I had my work cut out as they were deemed to be a no hope case and that I would be spending my time peping and poping all day long!!!!

I spent the weekend prior to taking over the team, planning and thinking about what lay ahead and how I was going to maximise this opportunity. Once the dust had settled, I actually became quite excited, plus privileged to have the chance to work with the team and implement my skills into the role.

I thought about the best way to interact with individual team members, to make sure I was firm but fare, whilst being able to make changes and improve performance.

Also I reviewed the type of difficult situations that may arise and how to address them. Problem solving could well be the key to moving things forward, whilst developing and motivating individuals at the same time.

How this compared in reality:-

Well the next three months certainly challenged me and made me rethink particular aspects of my perceptions.

I have a very different outlook towards the role now, than I had prior to doing this project. I have to acknowledge the role in the current climate is very challenging.

And it is difficult, no matter how well prepared you are or what skills you have, to handle and complete every task that is required of a manager.

In order to achieve the desired results on time every time, a manager has to have excellent organisational skills as well as good time management abilities. They also need numerous other attributes / skills, such as communication, influencing, approachability, diagnostic, goal setting, feedback, coaching, and etc.etc.

Especially when there are so many potential obstacles and distractions, which are out of your control and may have an impact on the way, you work or get in your way – big style.

The best laid plans and all that?  Well as they say, it is easy to judge from the outside.

Now that I have experienced being a team manager, I feel that it has given me a better understanding of the trials and tribulations that affect every manager and I have now taken appropriate steps to reflect this within my own coaching sessions with fellow team managers.

Now that I have worked from inside a call centre, rather then as a national coach working on the outside, looking in. I am very surprised at the lack of ability to manage, develop and motivate staff to the degree that sees individuals achieve the desired performance levels for them and the business.

Where fire fighting and quick wins seem to be the order of the day, rather than identifying the underlying problems and creating long term fixes. There is a need to examine previous and present practices and then to breakdown the elements in a way, that allows you to objectively decide, what is best for the business. Then you can produce true brand values that everyone understands, wants and strives to achieve.

I keep asking myself the same old questions, which I have done now for nearly nine years. Why aren’t people and resources looking at the bigger picture?

The focus of attention should be to reduce costs, reduce attrition rates, increase profits, increase customer client base.

Work is becoming an uphill struggle rather than a place that is challenging, exciting, and gives you the opportunity to have plenty of fun; this would create an environment that everyone could benefit from.

What were the major challenges:-?

Attitude – Overcoming suspicion from agents, i.e. who am I, why am I here, what is he up to and etc.etc. Changing/challenging/reviewing current beliefs & values i.e. can’t sell, won’t sell, don’t know how to sell.

Skills – Identifying existing skill sets / current capabilities and what level these are it.

Knowledge – Know the current level of understanding and ability with regards to sales, processes, systems, products and PRP targets.

Aptitude – Is anyone struggling and unable to cope, if so identify why and check to see if they are in the right job?

Review Neurological Levels:-

Identity – Who

Beliefs & Values – Why

Capabilities – How

Behaviours – What

Environment – Time or Place

Further Challenges:-

Key issues and objectives:-

  • Overcome barriers – Remove the pressure element / focus on what is best for agents and customers – Results will follow.
  • Change mind sets – remove the winger (Mood Hoover) from the current climate
  • Change assumptions / perceptions.
  • Make sure I do what I say and mean what I say (in other words lead by example).
  • I need to demonstrate I am doing the right thing.
  • Spend time with agents – let them know I care and have their interests as my focus.
  • Focus on quality.
  • Improve performance on all KPI’s.
  • Goal setting – get everyone setting goals for themselves.
  • Have fun – create the right atmosphere.
  • Agents to take responsibility for their performance and actions.
  • Set actions / coaching plans for each agent.
  • Focus on sales through excellent customer service –
  • Do the right thing for your customer.

Other issues:-

  • Team performance
  • Qdos/setting up accounts/leaving – closing accounts
  • Time keeping
  • Sickness
  • Return to work
  • Occupational Health
  • Hub / Resources
  • Fare
  • Incentives
  • Own development?
  • Support/backup
  • Communication
  • Planning
  • MI data/reports
  • DPR’s
  • Team meetings
  • 121’s
  • Agent records/files
  • QA’s
  • Complaint handling
  • Training/arrangements
  • Recognition/incentive/rewards
  • Co operation

KPI’s.

AHT – Reduce call times without impacting on customer service.

PARTICIPATION – Get sign on from all agents.

CONVERSION RATES – Gain commitment from agents.

SALES IMPROVEMENT  Focus on what is best for customers.

Achievements –

  • Achieved best ever team performance.
  • Provided proof that time spent with agents produces increased performance.
  • Built relationships with all departments and personnel.
  • Earnt respect from agents.
  • Improved relationship with agents.
  • Improved individual performances.
  • Sign on from agents.
  • Resolved ongoing problems / issues A.S.A.P.
  • Provided ideas for incentives and how to drive them.
  • Gained insight into how managers work and interact (CCM – DPR’s etc.etc.)

I changed the display boards to reduce the amount of information on them, because to much detail reduces the impact it was meant to have.

I showed the key KPI’s that everyone needed to achieve and when anyone hit any key targets they were identified as success player and were highlighted by luminous cards with smiley faces on. This also had the desired effect of showing who was doing the right thing for their customers, them and the business.

It was fun colourful and allowed everyone the opportunity to focus on what was needed as well as knowing how they were doing.  Without having to wade through too much detail that may confuse or look like to much trouble and effort to achieve.

Sharon  Improved performance with her AHT, Sales and Conversion targets. I have managed to gain her an opportunity to take up a P3 position from May / June.

Jackie – Improved her AHT, promoting ratio and actual sales performance. I have invested time with her to address performance and issues affecting her work and well being. She has applied for a more suitable position – and has had an interview for a position on the HUB team. Currently off work on long term sick.

Su – Changed her mind set and she is producing sales on a small but regular basis. I now have her respect (She as dropped her guard and has opened up to me). Although at any given opportunity she would revert to type and then wants to fight system again.

Tommy – Changed his mind set which has resulted in him being proactive with regards to promoting to customers whilst reducing his AHT at the same time. This has had the added impact of increased sales.

Taqueer – He has been a real challenge, and I need to spend additional time with him to direct his focus towards setting goals for each and every day and monitor the outcomes. His buzz word is I am trying?

He has just attended a sales training course, which has confirmed and identified what he needs to do when dealing with customers.

With the sales training and support from me, Taqueer has turned the corner and his performance has improved with increased sales which as impacted on the other KPI’s. In a positive way.

Paul - He is a new comer to the team, and has only been with the team for approx seven weeks. We have been focusing on his AHT to build good habits, before moving onto any other targets. He is consistently smashing his AHT target and we are working on introducing sales into his call structure. Which has resulted in Paul setting himself goals, around sales targets? He is gradually working towards his agreed goals / targets.

Heather – Again she has potential to achieve results, has no problem with regards to sales. I am working on her attitude and looking for a sustained and consistent approach in performance. I have started coaching around perception and how this is impacting on her and her future plans to progress further within British Gas.

Heather has shown improvements in her performance and has even sold care products i.e. KAC for the first time, after stating previously that she could not sell KAC as she did not believe in the product and thought was a load of K……

She also helps to drive up team performance by setting challenges amongst her team mates. i.e. her against them to see who is the best at achieving results.

The key is to keep Heather focused at all times, if she is allowed to get board, she stops performing purely because she needs to be kept stimulated at all times.

Lorraine – This has been an on going challenge, to change her attitude relating to sales and the pressure received from management. She has increased her sales performance and for the first time has been earning money through her QDOS (£33). Her AHT has been reducing and she is now hitting her AHT target on a more regular basis. The aim now is to achieve consistency, because her performance fluctuates daily and there are highs and lows in the same week.

Naveed - Again I have been working on her attitude towards management, she is a very competent agent who has produced results in the past and lacks the motivation to strive towards producing results now, due to pressure from previous managers. Since working with Naveed, she has actively been one of the best performers on the team and has responded well to my style of management.

She has just undergone SAP training and is having problems adapting to change?

Sajid – Attitude has been the main focus, I have invested time with Saj, because he is a person who needs to have trust and respect for his managers before he delivers results. He has increased his sales performance and is also cross selling whilst keeping his AHT to an acceptable level. His participation and conversion rates have also improved due to this.

Mohammed – I have had to work on his attitude and resulting behaviors. He likes to focus on himself and not listen to others. Which gives him a label of a difficult individual and gets a negative response from other managers? I have managed to review his perceptions in relation to his role and confirm what I will deliver as a manager and what I expect from him.  This has resulted in an all round improvement in his performance and he has started to sell on a regular basis and is also cross selling. Without having any significant impact on his AHT. Where he struggled to achieve any targets and was only focusing on his AHT when I arrived. He now hits participation on a regular basis, improved his conversion rates as well as sales.

There have been many issues during the three months which have impacted on me as an individual as well as the team. I have enjoyed working with everyone in the team and have identified what is important to each individual and what makes them tick.

Working reduced hours / time due to travel commitments between Cardiff and Manchester on a weekly basis. I was unable to cover the full role and had to leave certain areas for others to oversee and manage.

The only problem with the last point was that invariably due to various reasons, i.e. staff shortages, holidays, training etc.etc.this did not happen.

A lot of the good work I had undertaken during the days I was available, went to waste and I had to continually rebuild and re affirm and allay any fears or concerns each individual had as well the team collectively.

Also a lot of details regarding performance management, sickness reviews, back to work interviews, informal and formal stages, fare, recording and updating files etc.  Were new to me and I had to have a crash course and self teach myself.

Another issue which plagued me through out the whole process was gaining access to systems and obtaining the correct permission and passwords to used them as well.

And whilst all this was happening, I was in the process from changing computer systems from NT to XP. And if that was not enough, my log / sign on’s changed from Cardiff to Manchester Talbot road, adding further confusion.

What would help in the blue sky scenario:-?

Start at 10am have a 2 hour lunch and finish at 2pm, be able to watch Sky sports and Sky movies whilst helping yourself to the tea trolley.

Or the next best thing would to have:-

Have regular DPR’s, ideally daily.

Have regular Team Meetings again ideally weekly/fortnightly

Have regular 121 times with every agent again on a weekly/fortnightly basis.

Set up a quality team/department.

Set up a sales complaints team/department.

This would enable me to provide the sufficient levels of time to manage develop and motivate all my agents.

The benefits to the business:-

  • Improved skill sets
  • Motivated staff
  • High achievers
  • Business growth
  • Improved profit
  • Reduced leakage
  • Reduced attrition
  • Improved performance
  • Customer retention
  • Multiple products
  • Improved employee engagement scores (fun and enjoyable place to work)
  • Better (more informed staff) qualified staff
  • Reduced complaints

My feelings after having carried out the role:-

If I am honest I am relived to have returned to my role of coaching

(Purely because I love coaching and it’s what I’m trained to do and I feel it’s what I do best) although I will miss working with my team.

I built a good relationship in a relatively short time with my agents and on the limited time I was able to provide any coaching or feedback, I managed to make certain changes in attitudes and performances and improved the overall KPI’s during my time with them.

They are currently working towards double figures every day, rather than single scores. In fact the team managed to produce their highest ever sales performance on three separate occasions, also producing their best ever conversion rates i.e. 5.67%.

I enjoyed the team spirit and comradeship between me and my team, because that is what they became my team. The team has since grown in size and is now up to sixteen members.

What / if anything that I would change as a result of the experience:-

1) Sales Complaint Handling

Each site should set up a team to centralise the whole process. Being under one roof is the best way to monitor the whole process from start to finish. This will also maintain consistency throughout, from recording details, monitoring each stage of the process, listening to calls, giving feedback and the final outcome of any complaint.

This will avoid time that is taken up to investigate, track details of dates, times etc, request archive tapes / calls, completing SID (several times), providing feedback and any possible support or training that may be required, along with any possible disciplinaries.

An additional benefit would be to free up more valuable time to provide support, training, coaching and feedback to help develop and motivate staff, which in the long term would reduce attrition and increase the feel good factor.

2) QA’s

Should be carried out by specialists (i.e. a QA team) dedicated to quality and quality issues, they would be able to give consistency and impartial advice along with guidance. The added benefit would be to free up time for TM’s to use and invest in valuable time with their agents, helping to drive motivation as well as providing development opportunities for all agents.

This would reduce the stress levels, possible errors, improve customer experience, aid development, help with motivation, improve moral for all agents and TM’s.

This will allow additional quality time to be spent between managers and agents. Something that is not happening currently due to various other issues i.e. contingency, meetings etc.etc.

3) DPR’s / Briefings

This is a must if the business is to remain on track with informed and motivated staff, the down side when they don’t happen is incorrect information or latest information not reaching the customer on time when needed. Which can and will lead to possible cancellation of products and services?

Think of the message this gives to people, (me in particular) at times I felt frustrated and disillusioned and I new the reasons why they weren’t happening.

It is a false economy that has long term implications and little benefits to the customer or the business.

4) Team Meetings / Training / Performance

Same points and reasons as DPR’s

5) Regular 121’s

Same points and reasons as DPR’s

6) Same Support for TM’s

The support TM’s receive from their line managers

(i.e. coaching, feedback development, etc) is virtually none existent…

7) Reduced volumes / amounts of MI

(i.e. produce one definitive simple KPI report) that tells it as it is and not takes valuable time and effort to work out what needs to happen next. Currently using two forms of APS + Tammi + Matrix + + + +

The biggest impact on me during my time as a TM, was the amount of time lost through unproductive work along with time consuming work that has distracted the quality time that I needed to run my team.

If this had been my own business my priority would have been to develop and motivate my agents to maximise potential and help to build good quality agents.

Who provide our customers with the knowledge and skills they should expect from a market leader.

The benefits to me would be happy people all round, greater profits and sustained business growth. Thus avoiding quick wins and catch up situations every year trying to maintain and replace lost business, not to mention the huge cost for replacement staff and additional training costs.

That’s it folks

“G R O W”

The GROW Coaching Model

The G is for – Goal Setting, which has  6 stages :-

1) Previous actions

2) Agree goal or goals required

3) Evidence Procedure- what does it Look Like, Sound Like or Feel Like. (Imagine what its like)

4) Maintaining positive bye products (keep doing what you are already do well)

5) Checking the ecology (is the goal worthwhile) i.e. worth the effort etc to achieve?

6) Checking / understanding (commitment to goal)

The R is Reality Check :-

1) Current situation

2) Is the goal stretching (developing) enough ?

2) Is the gap between actual performance / desired performance challenging enough?

3) Check whether person has been coached this way before ?

O is for Options :-

1) Explore different options available ?

2) What are the Pros & Cons of each option?

3) Facilitate choice (Do not direct)

4) Check commitment (using encouragement via internal / external fliter)

5) Run options session (using options / procedures fliter)

W is for What next :-

1) Recap / whats been achieved

2) Agree action points (SMART)

3) Agree next session & goal

Thank coachee for effort & showing your belief in their ability to succeed

“A Taste of Italy”

 

Hello Everyone,

Just a quick reminder to let you know that you are invited to the next “Pure Collaboration Business Club Evening,”

Due to the positive growth of Pure Collaboration Business Club, we have changed venue to La Lupa’s Italian Restaurant,

which is based in Canton, Cardiff.

This months Sponsors will be Maureen from VR Vista’s, who will be taking you on a virtual tour and giving you insights as to how her products and services can take your business to the next level.

Our Educational Speaker will be Penny Steinhauer from EyePAT, and Penny will be discussing the issue’s around bullying and how her training packages can make a real difference in this world. I am proud to say that I have become a trainer for EyePAT and will be delivering one of many course called “Happy People Don’t Bully.”

And there is more, you also get to enjoy one of Roberto & Yana’s Special two coarse meals + refreshments.

All this for a very impressive £15 if you confirm your place prior to the event or £20 on the day.

This months meeting is not to be missed, so please confirm asap, “Go on you know you want to.”

Contact me via - http://www.purecollaborationgroup@gmail.com 

Best wishes

Martin

 

            

3 Saints Business Club Evening

The next 3 Saints Business Club Evening, in association with the Best of…. Pontypridd, Bridgend & Cardiff

Will be held on Feb 15th at 6:00 PM – 8:30 PM

Venue is @ the Three Saints Hotel & Conference Centre, based opposite the Royal Mint in Llantrisant.

The are no membership fee’s.

There is a small charge to cover the cost of food and venue etc.

Which is £10, if you book online or £15 if you pay at the door.

This event requires registration:direct via PayPal (Click Button)

An event not to be missed.

Specialist speaker – Susi Cernoch from Standby, (Virtual Assistant), will be giving a talk about “Outsourced Admin (& Social Media).”

Plus a mini presentation from Coaching Four Success about “Supporting Local Business.”

I have a very full packed event on the 15th Feb;
Agenda will be :-
6pm Start – (45 mins)   Socialise & Network over food.
6.45pm Presentations Begin -
7pm  First Speaker – (30 mins)    Susi Cernoch speaking about Virtual Office and Assistance.
7.30pm  Second Speaker  - (10 mins)    Myself – mini presentation about collaboration between local business & local communities.
7.40   Third Speaker – (10 mins)   Anita Thomas from the Prince’s Trust  - Explore Enterprise & Business Mentors.
7.50pm    Fourth Speaker – (10 mins) Dawn, Peter & Glyn from Parc Prison – Better Prospects / Future
8.pm    until Finish a final chance to mix & mingle over Refreshments, before going home.

Enjoy great food and Network to your hearts content+ more!

Join the event that is rapidly growing in popularity, this will be the fifth event and promises to deliver the same high quality as previous events. “So what are you waiting for, don’t delay book today.”

This will be the second meeting since I have agreed to takeover the ownership and running of the 3 Saints Business Club from December 2011. My goal is to make this the best Local Networking Event in South Wales, I will be adding additional features and looking to add further services for our members to have access to, that will be of benefit.

Remember this is business club with a difference, it is run by Coaching Four Success, a local business “That Turns Your Wishes Into Reality.”

I also want to take this opportunity to thank everyone who has helped and given support to make this club a success as well especially the owner (Onkar) and staff at the Three Saints Hotel.

I look forward to seeing you all on the night.

Best wishes

Martin

http://www.martin@biginelli.co.uk

Telephone: 01446 401481
Mobile 07779859712

Essential Principles 4 Business Marketing / Networking

Elevator Speech / Pitch?

You need to describe yourself in detail, concisely and impressively, making sure you also inform what is you do and what you have to offer that is unique.

Also think outside of the box, by not having your own agenda, it is a bit like when you go fishing, there is you, your rode & reel, plus you have your hook & bate. Now all you need is a fish to take the bate, so you need to tease & entice your audience to take firm interest & for them to ask you questions! Once this happens you have the interest from you potential client or buyer? This is when you can switch into selling mode & to match the benefits & services to that you have offer & have established from them.

Be different.

You have to stand out from the crowd, so your audience want to know more & will seek you out to find out more! And remember people buy of people, but they want something that stands out from all your competitors. So be original & look to inspire those around you.

Help others.

Always seek to support & help others, for what you give out, you will get double in return. Also you will get support & free advice that is invaluable, which if you had to pay for would really cost you dearly.

Personal integrity.

Trust, reputation are key requirements that fellow businesses value & your potential clients will be looking for this, they do not want to deal with the insincere or people with the gift of the gab type of person. So invest in time & effort to build relationships that will stay with you & provide you with repeat business, but more importantly you also build your reputation & the key ingredient of respect & trust.

Relevant targeting.

One thing to remember no matter who your ideal target market is, that potentially everyone who has surplus cash available is a potential customer, it all depends on what attracts an individual marketing wise, as to what they will eventually spend that surplus cash on! So always remember even the most unexpected buyer could become your customer.

With this in mind, it is also good to know who your ideal target market is likely to be & how are you going to be able to actually present to them directly or in person.

i.e. Flyers, be mindful that these cost money, so make sure they are used effectively? For example do not suddenly decide to deliver a thousand flyers in your neighbourhood & a healthy return, the normal response rate is about 0.62% per hundred flyers, so not a great return for your investment.

But if you take one flyer & take it to one of your ideal target market & present it to the proprietor / owner? for example lets take a mobile valeting service & you take the first approach not much return from delivering to your local housing estates, but if you took the second option & take one flyer to say a supermarket with say 30 -40 staff working shifts & speak to the manager with a special offer plus perhaps a guaranteed day that you can be at the supermarket, you are likely to get a minimum return which will be much higher anything from 1 – 40 from one flyer. Far better odds don’t recon?

Plans & aims.

Always think about what type of networking is best for you, & how much time to invest in networking, there are lots of various groups, clubs etc out there, so be selective & plan your time to maximise the benefits available to you. Networking is a vital part of getting  your business the correct amount of exposure.

Follow up.

Make sure you follow up any meetings or referrals you have obtained, because delay, gives the impression that you either don’t care or are not interested, so make sure you act quickly to avoid losing any potential business. You might actually be very busy & just find it difficult to find time in your diary, but trust me find the time, otherwise you with very quickly have an empty diary.

Be positive.

This should go without saying, but I will mention it for those who think they can get by because they have a product or service that is vital to your client so don’t  have to be that positive. Well I have news for you, you are not the only supplier & people buy of people, a non positive attitude funny enough has a negative effect on those who have lost there positivity!

Sustained focused effort.

You need to always be focused & up for any challenge, this is vital for sustained growth, your efforts & commitment will be reward from remaining focused every day.

Life balance.

If you are grounded in your approach & find the right balance to suit you, your family, then your business & your clients will also benefit, because they will feel assurance in your abilities etc.

Follow the above principles & you will not go far wrong with your business marketing / networking.


 

3 Saints Business Club

The next 3 Saints Business Club Evening, in association with the Best of…. Pontypridd, Bridgend & Cardiff

Will be held on Feb 15th at 6:00 PM – 8:30 PM

Venue is @ the Three Saints Hotel & Conference Centre, based opposite the Royal Mint in Llantrisant.

The are no membership fee’s.

There is a small charge to cover the cost of food and venue etc.

Which is £10, if you book online or £15 if you pay at the door.

This event requires registration:direct via PayPal (Click Button)

An event not to be missed.

Specialist speaker – Susi Cernoch from Standby, (Virtual Assistant), will be giving a talk about “Outsourced Admin (& Social Media).”

Plus a mini presentation from Coaching Four Success about “Supporting Local Business.”

Enjoy great food and Network to your hearts content+ more!

Join the event that is rapidly growing in popularity, this will be the fifth event and promises to deliver the same high quality as previous events. “So what are you waiting for, don’t delay book today.”

This will be the second meeting since I have agreed to takeover the ownership and running of the 3 Saints Business Club from December 2011. My goal is to make this the best Local Networking Event in South Wales, I will be adding additional features and looking to add further services for our members to have access to, that will be of benefit.

Remember this is business club with a difference, it is run by Coaching Four Success, a local business “That Turns Your Wishes Into Reality.”

I also want to take this opportunity to thank everyone who has helped and given support to make this club a success as well especially the owner (Onkar) and staff at the Three Saints Hotel.

I look forward to seeing you all on the night.

Best wishes

Martin

http://www.martin@biginelli.co.uk

Telephone: 01446 401481
Mobile 07779859712

 

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