The international consultancy believes call centres represent an opportunity to increase revenues and enhance customer experience – but only if they are staffed with motivated, skilled and customer-focussed operatives.
Ringing Success is a framework for hands-on courses tailor-made to the needs of specific retailer groups.
The programme starts with a “call centre health check”, with an onsite visit and mystery shops being used to assess the call handling process, the sales procedures and the existing skill levels of operatives and managers.
Findings are fed back to the appropriate managers before a masterclass itinerary is drawn up.
Karl Davis, Managing Director of Coachworks, said: “We will only run programmes if the relevant senior management are 100 per cent committed to culture change and to being honest with themselves about aftersales performance. Ringing Success is no different, and relevant senior managers are involved at every stage of the process.”
The masterclass, which is hosted by a Coachworks expert and attended by Call Centre Operatives as well as management, addresses the issues identified in the health check and introduces approaches that will significantly increase aftersales revenue.
Priorities include employing operatives who show natural empathy with customers, allowing team members to critique their performance after listening to recordings of their own call handling and running competitions which drive up performance.
Other tips include allowing enough time for outbound calls to win back lapsed customers and accepting that expensive IT systems can only accelerate good people, process and performance, not create it.
The masterclass is followed by a mystery shop and a coach-back session with all participants, before a health check update is carried out.
Mr Davis added: “Separating call handling from the service desk can be a catalyst for increased revenue and improved customer retention when done well.
“But too many businesses are investing more than £100,000 in call centre infrastructure without putting in place procedures and leadership that maximise benefits.
“Ringing Success will help retailers retain customers with service plans and extended warranties and it shows them how to convert much more red and amber work.”
For more information, visit www.coachworks-
Press release issued by David Johnson, Shepherd PR. For more information, or to arrange an interview, call 01335 368020 or email david@shepherd-
Notes to Editors
Coachworks Consulting delivers no-nonsense, tailor-made leadership coaching, change management, growth appraisal and training and development programmes to the automotive industry.
Customers include leading manufacturers and dealerships in the UK and overseas.
Coachworks consultants are experts in automotive business improvement and they are happy to act as industry commentators.