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.