Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced that its Coaching for Growth implementation process is making a positive impact on performance metrics within Qualfon’s operations and client programs. The coaching process was implemented across three different client accounts in Texas, Colorado, and Mexico, spurring increases in overall quality scores and other performance metrics. These preliminary results have leaders across the operations and training departments excited to expand the practices in additional contact centers and client accounts.
“This is now a proven concept. From here, it’s all about rinse and repeat,” said Kathy Flowers, Qualfon’s Global Qualfon Director of Learning & Development, who explained that the team is eagerly learning from the initial pilot to make enhancements and additional investments.
The Coaching for Growth model was developed by Qualfon, and the instruction is designed to give supervisors, operations managers, and other leaders best practices for coaching subordinates. The model itself is not new to Qualfon. For the past several years, the company has been teaching its principals in Leadership Academy courses. But now, the model comes with an implementation process that helps leaders build action plans around it, making it easy to operationalize the teachings in the contact center environment.
“It’s really about turning these coaching techniques into a weekly, disciplined practice,” explained Flowers. “The implementation process guides leaders in prioritizing one-on-one meetings and puts checks and balances into place to ensure coaching is happening as well as actually driving personal development and performance improvements.”
“Our supervisors love it. This is a simple, one-page way to get straight to the point with the agents. We have seen great improvements in performance delivery since rolling this out to the team, and we couldn’t be happier with the results,” said Rudy Martinez, Operations Manager, Qualfon.
While direct evidence of the program’s effect on performance is anecdotal, management labels the results as significant in terms of both operations and company culture. In Fort Collins, Colorado, Qualfon Operations Manager Joshua Glenn reports his program’s overall quality score doubled after the implementation, jumping from 166 to 332. In Mexico City, Qualfon V.P. of Operations Shayne Farrell, reports a 25% improvement in overall key performance indicators (KPIs) since implementation. In Harlingen, Texas, Operations Manager Rudy Martinez reports initial increases of 1.95% in NPS (Net Promoter Score) and 1.51% in sales conversion rates. Moreover, the program is lifting spirits, investing in each employee’s personal success and demonstrating the company’s mission to “Be the best BPO. Make people’s lives better.”
“Coaching for Growth makes taking care of our clients and customers easy, because we are focused on helping every individual get better at their job every day. This program has been implemented within multiple projects, in multiple sites that I oversee, and every single project that has implemented it with the true intent of discipline has shown great improvement in KPI performance,” reported Farrell.
With these real-world results, Qualfon senior leaders have an added confidence in the program’s potential on a larger scale. This Spring, rollout is scheduled for more contact centers in the USA and also in Guyana, South America.
Qualfon is a mission-driven BPO company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 13,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.