I was in a call center yesterday of about 600 reps. I did 4 side-by-sides in my approximate 6 hours on the floor today. I thought and felt it was time well spent because I witnessed behavior changes on each call with my side-by-side coaching.  With that said, I felt a bit of apprehension with 596 reps not getting any attention that day . How do I measure my ROI?  How do affect change in such a large environment?  I am focusing on increasing sales of 1 product that is offered among 5 others by the sales agents.

UPDATE: 9/1/09   – Thank you everybody for your amazing responses.  I received so many!  Your feedback sent me back to the design table!  I was inspired to create 8 modules  based on customer satisfaction.  It is important that we lower churn and increase c-sat scoring for the call centers.  The falling call volume due to a shift in the call centers core product (home land line services) means that my reps need to make each call a quality call.  Taking every call (aka ‘opportunity’) is the only option.  My specialists now have Facilitator guides, training aids (job aids, side-by-side coaching cards, self-paced learning, etc) as well as a variety of application and presentation styles and activities focused on c-sat.  One critical module that I would like to highlight, focused around the statement, “Nothing Happens Unless the Coach Makes It Happen.”  I love this statement b/c it is my strategy to affect change in such a large environment.  Recognition and responsibility motivational methods will now be in my Specialist’s front right pocket.

The support from everyone who replied to this blog was truly moving.

Samantha (9/1/09)