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Services
Copyright © 2010 Walz Call Center Consulting, Inc. All Rights Reserved.
The focus is on the front-line.  It's where success happens.  Supervisors and Agents matter.

To achieve immediate improvements in Coaching, Conversion and Control, Walz Call Center
Consulting uses the following approach:

Pre-Discovery:  Agent Attitude and Needs Assessment Survey
Supervisor Survey
Call Monitoring
Management Round-Table interview session

Based on the outcomes of the discovery, actions will likely include:

Coaching Workshop with Supervisors
Conversion/Call-Control Workshop with Supervisors and Agents
Metrics Design and Road-Map Discussion: Sustaining the Improvements Long Term

The workshops can be tailored to the needs of your business:  either 1/2 day or full day classes.

The topics covered during the Supervisor Coaching workshop include:

Discussion of what coaching means, with lively stories/examples
What the best managers focus on in leading companies
Importance of self-fulfilling prophecy with real life examples
The top things that are important to employees
Survey observations -- "a-ha's"
Barriers to really listening, and tips to overcome
Reinforcing employee strengths  - the real key to effective coaching
Why employee performance matters more than Supervisor stardom
Coaching with right and left brain
Understanding personality types, and strategies to manage
How to influence accountability
Giving credit and taking blame
How to give feedback
Questions to draw out employees
Using metrics wisely
Tips to Create Trust and Respect, with social media cautions
Proven methods to focus on fundamentals with employees
How to avoiding being a "Victim Coach"
Sustaining success

... and more!

During the Conversion/Control workshop, both Supervisors and Agents will benefit from discussion on these topics:

Perceptions of what Conversion and Control mean
SWOT activity current state
Questions are the best tool
Tips to overcome objections
Inflection at the right time
Avoiding emotional spillover
Ways to De-Stress
Supervisor coaching a-ha's
Barriers to really listening
Interactive activity on motivation/incentives
Interactive Role Plays: right (and wrong) approaches to customer service
Putting customer first means more success for you and your company
You are on Broadway discussion
Controlling the angry/frantic customer
Controlling the customer who just likes to talk
Using Emotion to sell
Emphasis and tone matter
No fail closing techniques
Metrics discussion: know your numbers and thrive on movement

... and more!

Contact Walz Call Center Consulting to further discuss the outline for the interactive workshop events and topics.

In addition to the workshops, customized evaluations can be incorporated, such as reviewing and improving current scorecards/dashboards, incentive programs, Supervisor processes, scripting, and other related activities.

With a no-nonsense, keep-it-simple approach, Walz Call Center Consulting moves your team through the discovery, training-workshop, and roadmap phases in a 3-5 day effort.   Vicky Walz, owner and founder, brings 25 years of experience to the workshop delivery.  Her memorable stories, real examples and focused interactive activities drive home critical points for the team. 

Only 3-5 days to make an impact.  That makes for a fast and meaningful ROI.