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
I found this workshop incredibly interesting with practical solutions to assist, not only Call Centre Agents, but everyone in the workplace, to maximize their performance. Many of the topics covered could also assist with home life.”
Customer Care Manager at Spur Group
Book our online workshops for your team to increase productivity, engagement and performance