10327 presentation NQF evel 2 presentation Call Centre

  • Published on
    09-Jan-2017

  • View
    281

  • Download
    0

Transcript

Slide 1

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 contextA 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 cardsIn 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

What does PROSPECTIVE mean?7

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

What is Social Media? Include the internet & website8

F. A 1 Interview QuestionnaireName:JackDate: 05/07/2014

QuestionYes NoDo 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 QuestionnaireName:JamesDate: 05/07/2014

QuestionYes NoDo 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 QuestionnaireName:TracyDate: 05/07/2014

QuestionYes NoDo 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 QuestionnaireName:ZotDate: 05/07/2014

QuestionYes NoDo 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 planningNeed to assess if staff hav e learnt the new skills50% of staff need IBS staining and 50% of staff need sales trainingNeed to coach staff on how to implement the training they were givenNeed to motivate individualsNeed to look at incentives

Report format

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

F.A 2Formal coachingInformal 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. 4Coaching method selected covers:Individual character needsNeed to be addressed in coachingPersonalityTime available to get resultsCoaching methods aligned to skills gap to ensure it is understood

F.A. 5Formal CoachingInformal CoachingTakes place in an office or private meeting roomTakes place in an informal setting Employee and coach listen to calls and complete coaching documentationEmployee agrees on development areas verballyEmployee and coach agree on the next date of coaching session for follow-up and put it in writingEmployee and coach both verbally agree on the next coaching session

F.A. 6Jack Quality Assurance telephonic competency assessmentJames - Quality Assurance front desk customer service competency assessmentTracy - Quality Assurance telephonic competency assessmentZot - 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

21

RECAP

ANY FURTHER QUESTIONS!