Service Leaders Development and Training Programmes

Service Leaders Development and Training Programmes

Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: 088 072 940 Australian Business Number: 53 088 072 940 Name and title of key contact: Julie-Anne Hazlett Telephone: +61 2 9927 3325 Mobile: +61 407 665 757 Facsimile: +61 2 9927 3327 Email: jhazlett@fifthquadrant.com.au P a g e 2

Table of Contents 1. Overview... 4 2. Choosing the right programme... 5 3. How is training delivered?... 6 4. Access to supporting resources... 7 5. Training programmes... 9 6. Our Trainers... 15 7. About Fifth Quadrant... 17 P a g e 3

1. Overview Fifth Quadrant provides customised training and development programmes to the Service Sector in Asia Pacific. Based on 15 years of research, consulting, publishing and training in the services sector, Fifth Quadrant has developed a unique series of training and development programmes for people working in the services sector, from executives to front-line staff. Our Service Leaders Executive Development Programme includes the following courses: 1. Developing an Enterprise Wide Service Strategy 2. Service Leadership Development Fifth Quadrant partners with the world s leading contact centre training provider, The Call Centre School, to deliver the specialist role and front-line training programmes. Our Service Leaders Specialist Development Programme includes the following courses: 1. Contact Centre Supervision 2. Workforce Management 3. Quality Monitoring and Assurance 4. Operations and Business Management Our Service Leaders Front-line Development Programme includes the following courses: 1. Frontline Fundamentals 2. Sales Training P a g e 4

2. Choosing the right programme For those companies that recognise the need for training but require more information about where investments in training are best focused, Fifth Quadrant draws on its wealth of experience in consulting to offer a comprehensive Training Needs Analysis. We are highly experienced in the timely and efficient identification of problem areas and can help you to select the most appropriate training modules for your needs. Fifth Quadrant can deliver any combination of the modules as classroom training at your chosen location. They can be presented as standard courses, or can be customised with your unique products, terminology, and examples. Select any course and have it delivered multiple times to cover all your staff. As part of our training methodology, we perform a skills assessment on each trainee in order to pinpoint areas of strengths and weaknesses among groups and individuals. We use the results of this assessment to customise your training. P a g e 5

3. How is training delivered? Fifth Quadrant provides many different training formats and options to meet the needs of your business. Choose from our webinars, where you can learn from industry experts from the comfort of your own office, or from our traditional classroom seminars that can be delivered to you at your site. Classroom Seminars Fifth Quadrant offers classroom seminars on a variety of contact centre management and service topics. All classes are taught by one of our experienced trainers and consultants and are designed to be practical, hands-on learning experiences. Each class includes a mix of faculty instruction, individual and group learning activities and practical case problem application. They can be delivered at your site, scheduled at your convenience and our faculty can tailor our delivery to meet your specific requirements. Some of the most popular on-site programs are: 1. 1-day Customer Service Fundamentals 2. 1-day Key Elements of Coaching and Motivation 3. 2-day Fundamentals of Contact Centre Supervision 4. 3-day Workforce Management Essentials 5. 2-day Developing a Comprehensive Quality Monitoring Program Classes can be customised to include any combination of our standard topics or you can have content developed specifically for your unique needs. Please contact us for more information on how our packages can be tailored to suit your requirements. Web Seminars Each of our seminars has been built as an interactive learning experience, with real-time polling and class activities, along with post-class application problems, references, and activities and projects to put newly acquired knowledge to work immediately. Seminars typically last approximately 90 minutes, and again, relevant modules can be selected. These seminars will be charged on a per connection basis. Certification Students who pass the Fifth Quadrant mastery exam will be awarded certification. P a g e 6

4. Access to supporting resources Fifth Quadrant s partner, The Call Centre School has a wide variety of books and resources, ranging from contact centre management books to resources for supervisors and agents. Popular PowerBooks for frontline staff, The Power of One and Power Phrasing, along with their supporting collateral materials, have been used to train and motivate thousands of frontline staff. The contact centre management books are 200+ page books that provide detailed, how-to information for today s contact centre professionals. The Power of One is a 35-page book in the Frontline Fundamentals series that is designed for contact centre employees. It is an easy-to-read book that shows each contact centre employee the significant impact each can make on customer perceptions and retention as well as contact centre service and productivity. It also demonstrates the impact that each person has on speed of answer, efficiency, and cost in the call center. You ll want this book to be in the hands of all your frontline staff. Power Phrasing is a popular book for contact centre frontline staff. It is designed to help staff make the best word choices for all types of customer conversations. Whether it's opening a call, responding to voice mail, transferring callers or placing them on hold, relaying bad news, or handling a difficult call, this book can help staff find just the right words. Readers will learn about all types of communications mistakes and how to replace them with the best possible words and phrases to maximise customer conversations. P a g e 7

Call Center Staffing: The Complete Practical Guide to Workforce Management is a comprehensive guide to contact centre workforce management. Running a successful contact centre means managing by the numbers and perhaps the most important number of all is the number of resources available to respond to customer contacts. With the overwhelming majority of costs in a contact centre made up of HR costs, it is crucial to get the "just right" number of staff in place. This book guides the reader through the step-by-step process of forecasting workload, calculating contact centre staffing requirements, creating workforce schedules, and managing daily performance in the contact centre. The most important resource that any contact centre has is its people. With much riding on the shoulders of frontline employees, managing these staff effectively is one of the contact centre supervisor's most important jobs. Leading and managing contact centre staff requires specialised skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service. Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a contact centre. It is a compilation of over 100 tips and strategies for maximising the performance of contact centre employees. Running a successful contact centre is like running a business. The leader of the business must have skills in strategic planning, organisational design, financial management, business process improvement, risk management, and more. Today's contact centre leaders must also have practical knowledge of staff planning and management, workplace design, and how to make the most of contact centre tools and technologies. Business School Essentials for Call Center Leaders is a book designed to provide managers and leaders with the knowledge and skills to be successful in today's evolving contact centre environment. P a g e 8

5. Training programmes Service Leaders Executive Development Programme This programme is aimed at Service Directors, Chief Operating Officers, Senior Executives responsible for service and Senior Contact Centre Managers. The courses will provide training on essential strategic and leadership skills required to effectively navigate the rapidly changing service landscape and consumer market place. Attendees who successfully complete this programme will be well equipped to: 1. Develop Service Strategies that integrate with other strategic plans such as Marketing, Sales, Finance and IT. 2. Understand how to develop multi-channel strategies for service delivery. 3. Develop leadership skills and competencies to deliver against corporate strategic goals related to service. This is a two component course developed by Dr. Catriona Wallace and focuses on the following areas: 1. Developing an Enterprise Wide Service Strategy Core Modules 1. Analysing corporate strategic objectives, competitors and the market 2. Linking Service Strategy to Corporate Strategy 3. Developing Multi-channel Service Strategy 4. Operationalising Service Charters 5. Measuring Service Performance strategically 2. Service Leadership Development Core Modules 1. History of Leadership Theory 2. Exploring different Leadership Styles 3. Identifying Leadership skills relevant for Service 4. Leadership and Employee Performance 5. Leadership versus Management: What s the difference? P a g e 9

Service Leaders Specialist Development Programme 1. Contact Centre Supervisor Fundamentals of Contact Centre Supervisor is designed specifically for the contact centre supervisor or lead agent. Students will learn proven approaches for selecting the right staff, monitoring and measuring performance, making use of contact centre reports, diagnosing performance problems, developing performance plans, coaching for improved performance, and implementing retention programmes. Students will leave with a detailed plan to improve motivation and morale, increase staff productivity and impact overall contact centre performance. Did you know that investing in the development of your frontline supervisors and managers generally provides the biggest return on training dollars? Many contact centre supervisors are placed in the job because they were good on the phones, yet do not receive the proper training to make them effective in their new role. While most companies provide company-specific training on disciplinary procedures and the performance review process, there is often little instruction on how to be an effective leader in today s complex, fast-paced contact centre environment. Fifth Quadrant classes on people management and contact centre operations provide practical, howto information on managing more effectively and making the most of valuable staffing resources. Your supervisors will come away from class with a wealth of new ideas for improving the performance of their contact centre teams. Core Modules 1. Contact Centre Supervisor: Essentials Skills and Competencies Outline the top ten competencies for contact centre leaders 2. Setting the Standards: Defining Performance Goals and Objectives Apply a proven performance management model for defining frontline standards 3. Don t know, Can t, Won t Model: Diagnosing and Treating Performance Problems Identify the root cause of performance problems and apply the right treatment 4. Fundamentals of Coaching: Techniques for Shaping Employee Performance Learn fundamental principles of coaching and identify most common coaching mistakes 5. Motivation Marvels: 100 Ways to Improve Motivation and Morale Identify six different categories of motivation and hear over 100 proven ideas 6. Teamwork Template: Techniques for Building and Managing Teams Identify ways to organise, build, manage and motivate in a team environment 7. Finders Keepers: Proven Strategies for Staff Retention Identify why staff leave and learn supervisory strategies for improving retention 8. Contact Centre Time Management: Budgeting a Supervisors Day Make the most of time to accomplish essential supervisory tasks 9. Introduction to WFM: Understanding Contact Centre Staffing and Scheduling Learn about staff planning and identify the supervisor s and agent s role in the process 10. Key Performance Indicators: Managing a Contact Centre by the Numbers Learn about the top performance measures and how to report them effectively P a g e 10

Elective Modules 11. Sales Coaching for Supervisors: Techniques for Maximising Sales Learn the specialised techniques for coaching to maximise sales efforts 2. Workforce Management Fifth Quadrant can evaluate the health of your Workforce Management function with our Benchmarking and Diagnostic Review. With almost 25 years of specialised experience in Workforce Management around the world amongst our team members, and more than 65 years experience in contact centre consulting, we have a unique diagnostic approach to identify problems and outline recommendations. Our Workforce Management Diagnostic Review is frequently conducted in conjunction with our full industry benchmarking review, and focuses on forecasting, scheduling, and intra-day management procedures, as well as the utilisation of WFM tools. Core Modules 1. Data Collection and Analysis: Getting Off to the Right Start Review data sources for the WFM process and needed adjustments for aberrations 2. Forecasting Fundamentals: Practices for Predicting Call Workload Learn strategies for gathering data and applying time-series analysis to predict calls 3. Calculating Contact Centre Staff: The Math of Contact Centre Staffing Trade-offs Applying Erlang and other staffing calculations and evaluate service and cost trade-offs 4. Scheduling Principles and Problems: Solutions to Scheduling Challenges Discuss scheduling issues and identify schedule optimisation strategies 5. Managing Daily Service Levels: An Intra-Day Guide to Managing Staff and Service Monitor intra-day developments and make adjustments to optimise staff and service Elective Modules 1. Introduction to Workforce Management: An Overview of the WFM Process Define WFM, its importance in the contact centre and the detailed steps of the WFM process 2. Attendance and Adherence: Getting and Keeping Bodies in Seats Identify strategies for improving attendance and managing intra-day schedule adherence 3. Advanced Forecasting Techniques: Fine-Tuning Workload Predictions Hear proven practices for improving the accuracy of your workload forecasts 4. WFM Design Dilemmas: Optimising Staffing in Evolving Contact Centre Scenarios Analyse back-office, web, and email design and consolidation issues 5. Skill-Based Routing Design: Balancing Customer, Agent, and Centre Needs Optimise routing plans to send each contact to the person best able to handle it 6. Skill-Based Routing WFM Challenges: Forecasting and Scheduling for SBR Scenarios Match workforce properly to your centre s skill-based routing design P a g e 11

3. Quality Assurance Quality Assurance plays an integral role in shaping culture and behaviours within contact centres. All employees will have a tendency to behave according to how they are measured, and as such ensuring that measurement criteria is fully aligned to organisational objectives is absolutely paramount to a successful Quality Assurance Programmes. Not only can Fifth Quadrant provide first rate training on Quality Assurance principals and best practice behaviours, but we are experienced in conducting in-depth, diagnostic reviews of existing Quality Assurance challenges, and provide tailored recommendations that align to organisational goals. Our Quality Assurance Review is generally a sub-set of our Service Strategy Consulting; where we work with organisations to create a competitively advantageous Service Strategy, and accordingly facilitate them to bring other business units into alignment. Core Modules 1. Building a Quality Form Part I Create forms and quality standards documents that define desired behaviours 2. Building a Quality Form Part II Apply weighting and scoring schemes that promote essential call behaviours 3. Defining Call Standards: What a Call Should Sound Like Set standards for vocal quality, tone, empathy and call control 4. Calibration Corner: Best Practices in Calibration and Scoring Learn how to conduct successful calibration sessions to maximise quality and fairness 5. Basics of Call Coaching: Techniques for Shaping Call Techniques Learn fundamental principles of coaching to improve call handling 6. Making the Most of QM Systems: Optimising Monitoring/Recording Technology Learn about the latest in quality monitoring tools and how to maximise their use Elective Modules 1. Satisfaction Guaranteed: Performing a Contact Centre Satisfaction Audit Outline the processes for conducting customer and employee satisfaction audits 2. Voice of the Customer: Developing a Systematic Listening/Feedback System Develop a system for becoming a conduit for customer information to the enterprise 3. Email Quality Monitoring: Writing the Right Way Build a quality process that ensures consistent written communications P a g e 12

4. Operations / Business Management Today s successful Contact Centre Manager must be competent not only in traditional contact centre operational skills, but must also be proficient in such traditional business disciplines as human resources, business processes, financial analysis, fiscal management, strategic planning, risk assessment and performance management. This course will help managers to ensure that key business objectives are being met, and their efforts recognise and address the needs of the customer, employee and stakeholder. Core Modules 1. Introduction to WFM: Understanding Contact Centre Staffing and Scheduling Learn about staff planning and identify the supervisor s and agent s role in the process 2. Key Performance Indicators: Managing a Contact Centre by the Numbers Learn about the top performance measures and how to report them effectively 3. Making the Match: Recruiting and Hiring Contact Centre Staff Define the job, recruit, screen and hire the best people 4. Introduction to Contact Centre Technology: Understanding Contact Centre Technologies Define technologies used to improve customer service and maximise efficiency of the centre 5. Telecommuting that Works: Strategies for Utilising Remote Agents Implement remote staffing including essential operational checkpoints Elective Modules 1. A Winning Vision: Essentials of Strategic Planning for Contact Centre Leaders Develop a strategic plan and tactics to accomplish centre mission and goals 2. Dollars and Sense: Basics of Finance for Today s Contact Centre Professionals Interpret financial statements and calculate return on investment and payback period 3. Making the Case: Business Case Development and Project Management Apply the fourteen steps of developing business cases and managing projects 4. Business Process Improvement: Six Sigma and Beyond Define Six Sigma and other business improvement processes and their place in contact centres today 5. Analytics and Reporting: Developing a Contact Centre Reporting Plan Develop a reporting strategy aligned with enterprise mission and goals 6. Building a Sales Operations: Ten Essential Elements Learn the ten critical elements of creating a telesales organisation P a g e 13

Service Leaders Frontline Development Programme Many of today s contact centres have evolved from providing only customer service to handling both service and sales. However, most contact centres are ill-equipped to make the most of the revenue and opportunities hiding in customer calls. Fifth Quadrant can help your organisation make the most of these opportunities. 1. Frontline Fundamentals Core Modules 1. The Power of One: The Difference One Agent Can Make See what difference one person can make in customer service and loyalty 2. World of Contact Centres: An Operational Overview Introduce new staff to contact centre operations and expectations 3. Vocal Makeover: Techniques for a Winning Voice Learn the critical component of spoken communications and how to fine-tune your voice 4. First Class Phone Manners: The Absolute Musts of Telephone Best Practices Make a better phone impression with these must-have telephone techniques 5. Power Phrasing: Winning Word Choices for Effective Communications Identify the words to use-and not to use-to make the most of every phone contact 6. Tyrant Turnaround: Going from Difficult to Delighted Callers Learn the techniques that can turn a negative caller into a positive one Elective Modules 1. Email Essentials: Frontline Guide for Writing Effective Emails Create effective content and eliminate the top ten most common errors 2. Selling Through Service: Increase Revenues with Customer-Focused Selling Apply proven service and selling techniques to maximise revenues on every call 3. Anatomy of a Sales Call: Four Steps to Successful Selling Learn the four essential steps and techniques of the sales process 2. Telephone Sales Core Modules 1. Selling Through Service: Increasing Revenues with Customer-Focused Selling Get everyone on board with a customer-service selling mindset that encourages the right behaviours 2. Anatomy of a Sales Call: Four Steps to Successful Selling Learn the four essential steps and techniques for sales success 3. Sales Coaching for Supervisors: Techniques for Maximising Sales Learn the specialised techniques for coaching frontline staff to maximise sales efforts 4. Building a Sales Operation: Ten Essential Elements Learn the ten critical elements of creating a telesales organisation P a g e 14

6. Our Trainers Dr Catriona Wallace Director Dr Wallace is the Managing Director of callcentres.net. Dr Wallace is Adjunct Faculty at the Australian Graduate School of Management, in the field of Organisational Behaviour, where she lectured on the Executive MBA Programme for 10 years. Catriona has published numerous research reports and articles related to the service industry and is the author of "The Complete Guide to Call and Contact Centre Management". Julie-Anne Hazlett Head of Contact Centre Training Julie-Anne has been providing training and consulting services to the service sector around the world for more than 15 years. She has worked with organisations varying in size from 10 to 26,000 seats focusing primarily in the area of service strategy improvement through Workforce Optimisation. Julie-Anne is recognised as one of the industry s leading trainers in supervisory and workforce management training. Julie-Anne has a BA (Hons) in International Business Studies and German. She also has a Diploma from the University of Cambridge in Teaching English as Second Language and worked for several years as an English language teacher in Germany. William Dieu Senior Trainer William Dieu has a Bachelor s Degree in Economics and a Master s Degree in Marketing. William s role at callcentres.net since 2001 is to manage Asia- Pacific contact centre projects. William is an expert on contact centre operations and is an accredited trainer in this field. Ronene Cauchi Senior Trainer Ronene has worked in the contact centre industry for over 15 years with the last 11 of those being in Workforce Planning. Ronene has extensive experience Workforce Planning in both front and back office environments with organisations including Westpac and Telstra. Ronene is an accredited trainer across many specialised Contact Centre areas. P a g e 15

Susan Kealy Trainer Susan holds a Master s degree in Organisational Psychology, BA (Hons) in Spanish and Geography, and a Diploma in Psychology. Susan is specialised in the field of Human Resource Development and is an experienced trainer. Her qualifications in psychology give her a unique understanding of the dynamics of information flow and learning, while her background in teaching has trained her to incorporate practical hands-on learning techniques into her classes. P a g e 16

7. About Fifth Quadrant Fifth Quadrant is a Service Strategy and Research Consultancy and Fifth Quadrant callcentres.net is our online publishing and social media division. We are changing the way organisations think about Service Strategy and are dedicated to ensuring that Service has on-going presence at the Boardroom table. Working across Voice, Face-to-Face, Online, Correspondence and Social Media service channels, Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise and proprietary methodologies to ensure organisations have highly effective Service Strategies. Fifth Quadrant has five core divisions: Consulting Services Service Research Analyst Services Training Online Publishing & Social Media P a g e 17