Gaps
Fishbone Diagram
Skills & Knowledge
Don’t understand processes and organisational structure and responsibilities
Environment
Strict and no Vibe Agents Questioning could become uncontrolled if not scheduled with own team
Resisting change
New Procedures not well defined Lack of company meetings Lack of available training
Current incentive system is not working
Demotivated Team Leaders
Motivation
Incentives
Business Skills Survey Staff Member’s Name Staff Member’s Name Staff Member’s Name Staff Member’s Name 90% 90% 75% 75% 70% 75% 90% 81% Staff member’s Name 1 2 3 4 5 Effectively use knowledge: technical, product, systems (Email, Excel, Word,etc.) within my personal responsibility area. Full and thorough working knowledge of all systems (LEO and Avaya) to support all Call Centre Staff. Complete Daily statistics and update relevant spreadsheets including no sale analysis and decision maker contact reason codes Ensure Outbound Sales Agents are working in a compliant manner in line with the FSA 80% 90% 80%
80% 80% 80% 85% 95% 85% 25% 76%
70% 80% 75% 75% 80% 85% 80% 78%
80%
Questioning and listening skills, ascertaining and developing needs and key 90% issues. 80% 90%
6 Time management and being effective and productive. 7 Determining direction, taking initiative, project management and running meetings.
Business Skills Averages 84%
Staff Member’s Name
Staff Member’s Name
Staff Member’s Name
Communication Skills Survey
8
Manage relationships with customers and colleagues. Creating and giving senior-level presentations to groups. Manage and motivate Outbound/Inbound/Renewals/Customer Services Agents
90% 90%
85% 80% 80% 90% 80% 70% 80% 70% 70% 70% 80% 75% 85% 80% 85% 85% 70% 80% 75% 75% 85% 75% 85% 80% 85% 85% 80% 81% 78% 78%
9
10
90%
11
12
13
Negotiating strategy, techniques and skills so as to produce mutually positive 90% outcomes. Communicate clearly and give accurate and concise updates to all agents at all times 90% Provide accurate verbal and written feedback to Outbound Sales Agents and line 90% manager. Understand how to manage data, assess and analyse data (Quality) Closing and completing deals and agreements with individuals and groups. 80% 80%
14
15
16
Lead by example and always demonstrate knowledge, management and willingness 80% Comm Skills Average 87%
Staff Member’s Name
Staff member’s Name
Staff Member’s Name
Staff Member’s Name
Staff Member’s Name
17 Handling stress, conflict and pressure in a positive way. 18 Managing upwards and sideways (my managerial superiors and my peers).
70% 60% 90% 80% 90% 80% 90% 80%
75% 70% 75% 40%
85% 80% 80% 75% 90% 80% 85% 80%
19 Contributing positively to team/company morale and spirit. 20 Seeking and picking up responsibility that I see waiting to be filled. 21 22 23 Coming up with recommendations and suggestions, more than asking for answers. Prioritising, planning and organising the balance between work and home life. Using integrity and ethics in my judgement about work and organisational issues. Personal Attributes Ave
60% 90% 80%
70%
85% 70% 85% 85% 85% 90%
85% 80%
Staff Member’s Name
Staff member’s Name
Personal attribute strengths