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 had to read Dr Annemarie Lombard’s book on Sensory Intelligence® for work purposes and it was the one book that I just could not put down. I sat at my desk and finished it right then and there. Afterward, I just had to attend the Sensory Intelligence® workshop. Not only does this knowledge and understanding of your own sensory assessment help you to understand yourself better, but it opens up a whole new world in how to deal with and handle the people around you. It gives you an insight into aspects of yourself and your relationships that I never understood before. I now have the ability to regulate my stress levels much better and have the insight to understand the behaviour of others so much better. I really think that everybody should read this book – it’s an absolute must!
Grethe van der Merwe
Previous manager at [email protected]
Book our online workshops for your team to increase productivity, engagement and performance