A development programme was designed for Veolia Water South East in order to assist the contact centre supervisors with measuring and monitoring their staff’s performance to improve their position on the SIM league table.
The programme consisted of a supervisory development course, designed to cover the fundamentals of supervision, including key skills such as coaching and giving feedback. From this, BeSPOKE facilitated 4 workshops to devise a quality monitoring tool for the supervisors enabling them to monitor their staff’s performance objectively. Additional outputs from the sessions also included a slight restructure of the teams and the introduction of performance focused one to one meetings.
Since delivering the programme, the latest SIM results (Feb12) show an improvement on the billing SIM ranking from 13th to 7th in the weighted league table.