Solution: Sensory Intelligence® Assessment and Training for productive call centre teams
The shared services call centre team of the CSIR was identified as a group with challenges in performance ratings, team conduct and accountability. Management wanted intervention to address these issues and to take the team performance and cohesion to the next level.
The team struggled with productivity and performance. Their FCR (first call resolution) was poor and they were getting poor service ratings and feedback from the business.
The Sensory Intelligence® intervention included a
1) needs analysis,
2) one-day workshop on sensory intelligence® for teamwork and productivity,
3) post-workshop implementation discussion with management
4) group coaching circle with the team
The objectives of the intervention were to improve performance levels, team engagement, customer satisfaction and business profits.
“I attended many training initiatives before, but the sensory intelligence workshop was totally different, powerful, yet practical. It is the first of its kind which struck a perfect balance between work and personal matters which are generally problematic to address. I have noticed a significant
shift in behaviour as well as performance KPI’s in my team. I would recommend this to any team needing a boost in performance and behaviour”.
Randolph Verheij, Call Centre Manager.
We’ve helped thousands of people and organisations be healthier, happier and more productive
There is nothing better than speaking to subject-matter experts to gain real insight, trend analysis and best practices. At Sensory Intelligence® you get such experts. Annemarie and her team are wonderful to engage with.
Director at Shapiro Shaik Defries and Associates (SSDA)
Book our online workshops for your team to increase productivity, engagement and performance