The professional development of BPO operational staff is a critical factor in driving business success in areas of retention and customer satisfaction scores. Call coaches, quality coaches and managers have typically been promoted from operations and may lack expertise in coaching, mentoring and giving feedback to agents in the relevant areas, and in the right manner.

British Council delivers Call Coach mentoring and support programs which trains the Call Coaches in:

			Language Awareness
			Intercultural Awareness and UK Culture
			Giving Effective Feedback
			Motivational mentoring skills
			Devising long-term learning objectives
			Speaking Clearly
			Language Skills for Customer Service

Following the initial training a British Council consultant works side by side with call coaches to support and mentor them for ‘live call’ feedback to agents. Call coaches take an end of program test and are accredited to British Council standards. Significant increases to C-SAT scores are subsequently recorded in the agents coached.

Case study

Duration:
One British Council consultant embedded for 12 weeks in a captive major UK bank

Audience:
A total of 45 Call Coaches /Quality Coaches/ Quality Managers

Consultancy:
CEF, Mentoring, Culture and Communications training
On the job observations, mentoring support, testing and final accreditation

Impact:
significant improvements to CSR performance
Subsequent C-SAT scores moved from 74% - 94%
This represented the highest ever scores recorded in the organisation.