Call Centre Consultancy

Performance Improvement in the Contact Centre Industry

U-Can Coaching Services has many years of experience in management and people development in the Call Centre Industry, offering an innovative service in terms of consultancy and performance improvement.

We can help Contact Centres improve team performance by helping to design customised development programmes for teams, covering key issues such as team management, customer service, and telesales team development and performance improvement.

Using coaching methods to help devise the most effective methods for improving performance within contact centre teams, addressing both the contribution made by different individual team members and the need for effective communication within teams.

Our services include:

• Executive Coaching for senior management
• Management development for team leaders
• Customised training programme design for contact centre teams
• Problem-solving and change management

We also provide advice and support on key business issues in Contact Centres, including staff recruitment and retention, communications, and staff motivation.

Our methods are based on more than fifteen years experience in the Call Centre Industry working with blue chip companies.

Contact us today to discuss your call centre's questions and issues.

"Things do not change; we change" - Henry David Thoreau

Executive Coaching

Customised Executive Coaching for Business Leaders

Leading an organisation or team is a unique challenge. Often the leader must face this challenge alone, facing difficult personal decisions, and hard choices - sometimes without any support. An Executive Coach can help business leaders find the necessary perspective in the decisions and choices they need to make, helping you to deliver your goals, to weigh up the alternatives and to decide the best course of action - the one most likely to further your own and your organisation’s goals.

Executive Coaching provides valuable, objective coaching for business leaders, helping to address the individual challenges they face in leading the development of their organisation.

Using proven coaching techniques, an Executive Coach can provide the necessary perspective for the business leader, helping to balance individual and organisational challenges, by identifying the key tasks and priorities that will achieve both personal and business goals.

U-Can Coaching Services can provide individual support for business leaders, based on a shared vision of both organisational and individual challenges. This is based on proven methods used with other organisations which produce clear benefits in terms of:

• Strategic vision
• Clear decision-making
• Inspirational Leadership
• Effective delivery
• Improved personal performance
• Reduced stress and conflict
• A better work-life balance

Our Executive Coaching is available to business leaders within both public and private-sector organisations.

The service is designed for:

• Established Executives and middle/senior managers
• Anyone who is new to the Executive arena
• Businesses who wish to introduce coaching skills to their management team.

Make that investment in your success today - contact us to discuss executive coaching.

"For me failure is not about things not turning out as I wanted them. For me failure is when I don’t attempt the things which in my heart I know I want to."
Anon

Group Coaching Workshops

Sometimes coaching can work particularly well when applied to groups - teams of people with a shared goal or objective. This might be the management team leading a business, or a committee involved in a community organisation.

Group Coaching can be used by any group of individuals who share a common goal or task. Coaching can help each member of the group make a full contribution, improving the performance of the group overall.

Coaching works well in encouraging teams to work together, to get the shared vision necessary to make sure the whole is greater than the sum of its parts.

This includes working with the group on a collective basis to develop a sense of shared vision and a common identity necessary to achieve the group's purpose and objectives.

It also involves working with individuals within the group, to ensure every team member not only makes a full contribution to the team's purpose, but also that each individual member of the group fulfil their own potential, achieving that special sense of achievement that comes when you are part of a winning team.

Group Coaching can also be used to solve group problems, both in terms of easing internal conflict within the team and helping individual group members address how they can effectively communicate with each other.

Group coaching begins with a Workshop Session with the entire group, to identify the group's dynamics, challenges and goal, and to agree the key tasks to improve the team's effectiveness. This is followed by a series of individual assessments, where customised coaching programmes are developed for each group member. Regular review meetings are are held, on a group basis, to ensure progress.

Individually Tailored

Each Group Coaching programme is tailored to the needs of each particular team. and is defined following an initial review session with the team's/group's leaders. At this point, clear objectives will be set for the coaching programme, including provision for individual coaching support for each team member. The programme includes full support, available throughout the entire period of the assignment and, if required, after the programme has been completed.

Who might use group coaching?

Management Teams in businesses, which need to work together to help the business succeed and grow.
Leadership Groups in organisations, such as management committees in community groups, school boards or charities.
Task Teams - groups working on a particular function, such as sales team or technical support team within a business.
Project Teams - ad hoc groups working on particular tasks or projects.

Contact us today to plan your group coaching programme.

"It is never too late to be what you might have been" -George Eliot

Mentoring

Sign up for our e-newsletter and receive a free white paper on mentoring your organisation.

Mentoring programmes within the corporate environment bring many benefits to organisations, providing quantifiable benefits which have a direct impact on a company’s bottom line. Using the skills and talents of existing employees to grow and develop others, mentoring helps deliver brand values as well as recognition and development for high-performing employees. This improves staff retention and feelings of value.

The mentor is someone who can act as a sounding board for ideas, plans and personal development. They bring their own unique experience of life and business, and are willing to share their skills and know how with colleagues.

The attraction of becoming a mentor can vary, depending on personal objectives - every mentoring relationship is unique. For those employees who become mentors there are many benefits:

• Helping others acquire new skills
• Status
• Increased self-awareness
• Enhanced interpersonal skills
• Career progression

With extensive experience in the corporate world, U-Can Coaching Services can introduce your organisation to the benefits of mentoring.

Each Mentoring programme is tailored to the needs of each business, and is defined following an initial review session with the business leaders.

Contact us today to find out how mentoring can recycle the talent in your organisation.

 

Training

Support for Business

U-Can Coaching Services is passionate about delivering training programmes which inspire and motivate while meeting the needs of the client. We have an innovative approach which is unique and will design training programmes that will far exceed our client's expectations.

Once the training is delivered the team can provide a coaching resource to ensure that the learning is embedded into the company and thus ensures that our clients really get value for their investment.

We offer a range of training packages to improve results for businesses and business teams:

Training Packages

Team Development

Customised training and coaching to improve performance in teams, addressing key issues such as

• Change management
• Communications
• Performance Improvement

U-Can Coaching Services works with clients to design bespoke development programmes to build sustained performance improvement, at both the individual and team level. Suitable for telesales teams, call-handling centres and small businesses.

Performance Improvement

Management training for team leaders on how to improve team performance, including key issues such as

• Performance management
• Motivating teams
• Addressing underperformance

Based on extensive experience in leading teams in the corporate world, U-Can Coaching Services can provide useful techniques for improving team performance.

Management Development

Introduction to Team Management for new managers and team leaders, based on the key principles of leadership, preparing new managers for the challenges of winning over and leading teams:

• Building support and trust
• Winning results
• Managing yourself

Contact U-Can Coaching Services for a no-obligation discussion and price quote for your training needs.

"I am the greatest. I said that even before I new I was. Don’t tell me I can’t do something. Don’t tell me it’s impossible. Don’t tell me I’m not the greatest. I’m the double greatest."
Muhammad Ali