10327 presentation nqf evel 2 presentation call centre

Multichoice Contact Centre Level 4 Learnership Programme

Contact Centre Operations

Qualification ID: 10327

NQF Level 4, 10 credits

Agenda For Today

• Purpose of the Unit Standard

• Discuss the Specific Outcomes

• Identify the coaching Method

• The importance of Coaching

• Providing Feedback about Coaching

• Quality assurance and measures

• Identifying development areas within a Contact Centre context. (SO1)

• Selecting coaching techniques and methodology. (SO2)

• Coaching Contact Centre personnel. (SO3)

Purpose of Unit Standard

Identifying development areas within a Contact Centre context

• A needs analysis is conducted according to company specific procedures. (AC1)

• Development areas identified are based on an

assessment against performance standards. (AC2)

• Development areas are clearly defined and are accurately translated into specific coaching criteria. (AC3)

Specific Outcome 1

Selecting coaching techniques and methodology

• Coaching techniques and methodologies are appropriately selected based on correct identification of development areas(AC1)

• Coaching techniques and methodologies are appropriate to learners' NQF entry levels. (AC2)

• Coaching techniques and methodologies are consistent with performance requirements. (AC3)

Specific Outcome 2

Coaching Contact Centre personnel

• Appropriate support is provided. (AC1)• Call centre specific coaching principles are adhered to - informal and formal coaching methods are used. (AC2)• Relevant, objective assessments are conducted. (AC3)• Coaching content is consistent with specific development areas. (AC4)• Company defined coaching targets and objectives are reached. (AC5)•Reports are provided to learners and management. (AC6)

Specific Outcome 2

Coaching Method , interview and Score cards

In order to complete this assignment, you would need to:• Develop or obtain an interview questionnaire in order to gather the relevant information;• Obtain a performance scorecard which is to be used in your research; • Present all of your research and recommendations in an appropriate report format. Your report must be edited to ensure flow and accuracy if information.

Refer to the word the word document for example(SO1; AC1 & AC2 & AC3) FA1

IDENTIFY two (2) coaching techniques and methodologies to development of personnel based on your findings for Formative Assessment 1.

There are various methods used to conduct a Needs Analysis and in this outcome we are going to focus on the traditionally used methods.• Gathering of statistical data from QA• Complete a Training Needs Analyses or skills gap Questionnaire• Individual one - one discussion and interviews to establish learning / skills gap requirements• Informal and informal coaching

(SO2; AC1 & AC5)FA2(pg 8-9)

Methods used to conduct a Needs Analysis

F. A 1 Interview Questionnaire

Name: Jack Date: 05/07/2014Question Yes No

Do you know the required functions on IBS

#

Do you know the processes involved in creating a new account

#

Do you posess the required soft skills

#

Do you know how to sell a product

#

Interview Questionnaire

Name: James Date: 05/07/2014Question Yes No

Do you know the required functions on IBS

#

Do you know the processes involved in creating a new account

#

Do you posess the required soft skills

#

Do you know how to sell a product

#

Interview Questionnaire

Name: Tracy Date: 05/07/2014Question Yes No

Do you know the required functions on IBS

#

Do you know the processes involved in creating a new account

#

Do you posess the required soft skills

#

Do you know how to sell a product

#

Interview Questionnaire

Name: Zot Date: 05/07/2014Question Yes No

Do you know the required functions on IBS

#

Do you know the processes involved in creating a new account

#

Do you posess the required soft skills

#

Do you know how to sell a product

#

Needs analysisA needs analysis was conducted to help identify areas where employees struggle. It assists us to identify were we need to develop, coach and training staff

From the interviews the following was noted:

• All staff need training on process knowledge on how to create a new account and soft skills. – This needs to happen as soon as possible – Staff to be scheduled by resource planning– Need to assess if staff hav e learnt the new skills

• 50% of staff need IBS staining and 50% of staff need sales training– Need to coach staff on how to implement the training they were given– Need to motivate individuals– Need to look at incentives

Report format

• Title of report• Purpose of report• Finding • Recommendation• Challenges to successful implementation• Conclusions

F.A 2

• Formal coaching• Informal Coaching

F.A. 3Appropriate identification of techniques can include coaching on:

• Jack - Formal coaching – he will take it seriously

• James - Informal coaching – he can absorb information quickly and implement

•Tracy - Side - by - Side workplace coaching – she responds well when she feels in control

• Zot - Remote coaching – listen in to her call and give feedback

F.A. 4

Coaching method selected covers:• Individual character needs• Need to be addressed in coaching• Personality• Time available to get results• Coaching methods aligned to skills gap to

ensure it is understood

F.A. 5Formal Coaching Informal CoachingTakes place in an office or private meeting room

Takes place in an informal setting

Employee and coach listen to calls and complete coaching documentation

Employee agrees on development areas verbally

Employee and coach agree on the next date of coaching session for follow-up and put it in writing

Employee and coach both verbally agree on the next coaching session

F.A. 6

• Jack – Quality Assurance telephonic competency assessment

• James - Quality Assurance front desk customer service competency assessment

• Tracy - Quality Assurance telephonic competency assessment

• Zot - Quality Assurance front desk customer service competency assessment

WRITE a report to your manager DISCUSSING the process that you have followed to ensure that the company defined targets and objectives are reached.

Report format• Title of report• Purpose of report• Finding • Recommendation• Challenges to successful implementation• Conclusions

Report

RECAP

ANY FURTHER QUESTIONS!