ProActive Coaching for Excellence®

One Powerful Tool Boosts Morale, Motivation, Bottom Line

One of a call center manager’s most crucial tasks is coaching reps to continually deliver their best possible performance. Coaching helps guide and fine-tune skills, ensures that the correct message is getting through to clients and prospects, and can be used as a valuable tool for benchmarking performance standards. PFS can help your managers strengthen their coaching skills, and develop a blueprint for establishing this essential managerial skill in your call center.

PFS will assess your call center’s sales culture and coaching practices, and help your managers implement the coaching processes necessary to repair or build an environment that’s responsive to reps’ needs for motivation, high morale, recognition and greater and greater rewards for better and better performance.

Improving your managers’ coaching skills will help:
• Enhance the lines of communication between all levels of management and sales and service employees.
• Increase the manager’s ability to effect positive change in employee morale and performance.
• Improve “day-to-day” operations in sales/service environments
• Reduce employee turnover through increased job satisfaction.
• Guarantee that customers are treated with a maximum of care even during the busiest workday through proactive and on-the-spot coaching of representatives.
• Ensures that your company’s sales and customer retention objectives are successfully met.

The PFS ProActive Coaching For Excellence® program is a customized two-day workshop designed to expand a manager’s repertoire of motivational techniques, including effective techniques for conducting one-on-one coaching sessions and delivering positive feedback. The workshop enables managers to fine-tune sales skills, maximize customer service performance and ensure that your company’s sales and customer service message is conveyed in a consistent, enthusiastic and professional manner.

The Coaching Program will:
• Increase the manager’s ability to set and maintain uniform standards of excellence in sales and customer retention skills, while optimizing job performance and achieving corporate objectives.
• Give managers the necessary tools and skills to conduct on-the-job training and coaching to maintain the highest standards of excellence. These tools and skills

include techniques for goal setting, group and individual motivation, positive reinforcement, and the implementation of successful recognition and reward programs.
• Put in place an On-Going Coaching Program that creates “benchmark” standards of performance and measures the success of the participants against the benchmark.
• Support managers by supplying the tools to develop “action plans” for themselves and their employees, to ensure that skills learned will be practiced and improved within specified time frames.

Benefits of the Proactive Coaching for Excellence Program:

• Enhances the lines of communication between all levels of management and sales and service employees.
• Increases the manager’s ability to effect positive change in employee morale and performance.
• Improves “day-to-day” operations in the retail sales environment.
• Reduces employee turnover through increased job satisfaction.
• Guarantees that customers are treated with a maximum of care even during the busiest workday through proactive and on-the-spot coaching of representatives.
• Ensures that the company’s sales and customer retention objectives are successfully met and that the company receives an excellent return on its investment in training.

Methodology

The program is taught using lecture, discussion, exercises, and paired practice. The modules are organized so that learning takes place step-by-step, skill-by-skill, while previously learned skills continue to be practiced and applied in subsequent segments. Because our experience has taught us that training is most effective when the material is presented in an interactive mode that is both entertaining and informative, our approach emphasizes real-life role plays, a powerful way to teach and support retention of coaching and feedback skills. Videotape is incorporated to enable managers to review their own role plays, and can be utilized as the basis for discussion of a particular skill set. All training materials (including Train-the-Trainer) are written in a clear and direct manner that effectively conveys the skills and principles being taught.

Proactive Coaching Topics

Managers will learn:
• How to be an effective coach utilizing our C.O.A.C.H. Process. Employing a series of open- and closed-ended questions, this approach empowers individuals to

accurately assess and evaluate their own performance level and encourages setting realistic sales and customer service goals.
• A step-by-step methodology for delivering positive feedback and avoiding unproductive negative responses to employee performance issues.
• How to effectively utilize our customized Sales-Coach Performance Evaluation Tool
• The importance of motivation and the setting of personal goals as a means to develop, prioritize and achieve corporate sales and service objectives.
• How to be a role model and lead by example
• How to create and institute team-based and individual-based recognition and incentive programs.
• How to conduct effective meetings and make them a powerful motivational tool.

Measurement and Our Commitment to Excellence

The following factors all help to guarantee the quality and effectiveness of our seminars and workshops:
• Twenty years of experience delivering successful, effective seminars, workshops and other communication-related services to the business community.
• Thorough evaluation of the success of the program using a variety of assessment tools, including customer surveys, mystery caller programs, and the analysis of statistics showing levels of increase in sales and customer service quality.
• Our interactive approach, which incorporates customized, realistic role plays drawn from actual situations, as well as from our own experience.
• Evaluation forms, filled out by the attendees at the conclusion of each seminar, which are presented to management for review.