Tuesday, December 11, 2007

Innovation within a call center - how are team members provided with guidance and coaching?

If you are asking about innovation in how team members handle calls here are some suggestions about behaviors that are important to develop: RESPONDING, IMPROVISING and REALIZING.



RESPONDING is about following what callers have to say, receiving, clarifying and understanding the information they provide and the needs they express.

IMPROVISING
is about leading callers despite their often unpredictable way of communicating their needs and their unpredictable responses to questions.

REALIZING is about implementing the objectives of the call center however they are defined in terms of productivity, quality and service, for example.

Coaching these behaviors together will develop the important competency, innovation. These and other behaviors and competencies are shown in their interrelationships in the self-coaching model, Leadership for Collaboration and Innovation.

No comments: