Reference no: EM133031860

Question - Case - You have been working as a Team Leader for a call centre group, within a large retail organization, for just over 1 year. During this time, you have been struggling to understand why the financial performance and success of the call Centre has been suffering. In order to help understand what can possibly be causing the poor financial success of this call Centre, you have decided to take a night course at College. It was important for you to try and study to determine how to improve the success of this call Centre. It became apparent during your studies that the call Centre that you work for does not have a coaching environment and they do not practice effective hiring and training techniques. The call Centre agents are left to figure things out on their own and there is no sharing of best practices. Hiring is adhoc, and the on boarding training is virtually nonexistent. They spend way too much money recruiting the wrong people, resulting in poor customer satisfaction, repeat calls from their clients and many inefficient and inconsistent practices that cost them lots of money.

Required -

A) Provide the benefits of having a coaching culture within a call Centre.

B) How can effectively hiring and training impact the success of the call Centre? Provide some techniques that may improve hiring the right people.

C) What steps would you recommend be implemented to encourage and sustain a coaching culture in the call Centre?