1 / 23

Gordon Bull Learning Forte Limited

Gordon Bull Learning Forte Limited. Before, During and After. Before, During and After. Yes, greatly Yes, somewhat Neither adds or detracts (neutral) No – slightly distractive Very distractive.

galvin-rose
Download Presentation

Gordon Bull Learning Forte Limited

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Gordon Bull Learning Forte Limited

  2. Before, During and After

  3. Before, During and After

  4. Yes, greatly Yes, somewhat Neither adds or detracts (neutral) No – slightly distractive Very distractive Can the Before, During & After Model help the learning function add business value to the organisation?

  5. Case Study 1:Vodafone Corporate Sales Academy Creating A World Class Sales Team

  6. Why? Business Transformation Simple SIM/Handset sales to complex business system solution sales: What? Stopped existing sales training programme - Needed to understand full implications of data solution sales. Researched solution sales type industries, particularly IT Defined ‘Customer Relationship Selling (CRS) in full, behaviours, skills & knowledge Developed our own ‘Skill Circle’ & ‘World Class Sales Model’ Re-defined job roles – Developed functional competence model Repositioned to drive data solution sales, whilst retaining & growing voice revenue Refocused around customer, restructuring of Service Delivery support

  7. CRS Capability Action Plan - Individuals discussed feedback with managers & identified development needs Created Personal Development Plans, using Sales Academy opportunities Team level, started to identify poor performers for potential performance management action & for our top performers started to look at account re-alignment & succession planning

  8. Measuring the Success of the Sales Academy Business level : Corporate Sales Targets, 10% inc in Voice Revenue, 6% inc in SMS Revenue & 700% inc in Data Revenue Individual level : 360 Degree assessment of CRS behaviours Learning from interventions - Transfer of learning to job performance Effect upon relationships within Accounts Measuring selling capability Measuring the effect on Employee Satisfaction General Level: Academy site access and usage Reaction to interventions in Academy

  9. Sales Academy Critical Success Factors Key sponsorship and leadership from Sales Director Sales Academy and people capability, integrated into a wider organisational development project within Corporate Sales Planned communication strategy which included conferences, management briefings, voice push, e-Mailer, letters to home addresses, leaflets & email. Business outcomes focussed

  10. Yes, definitely Yes, somewhat Not sure Not very much value No, not at all Do you think the Sales Academy solution positioned the learning function to add business value?

  11. Case Study 2:American Express International Call Centre Operations

  12. What’s important in a Call Centre Operation?

  13. What’s important in a Call Centre Operation? Call waiting time Call length Agent Utilisation All drive Customer Satisfaction Content Accuracy First Call Resolution Staff Satisfaction Repeat Calls Staff Turnover

  14. Before Stage - Top down and Bottom up Superior Customer Services Competitive Products Market Leader Realities at the sharp end Many product variants Constant changes & updates Overall Business Goals Realities at the sharp end Huge need for rapid content development and frequent updating But…. Overload! 10 a day 2,500 a year!

  15. The Solution SMEs

  16. Added Business Value The Results: • Less time off the floor in the classroom – Higher Agent Utilisation • More Accurate information – Higher 1st time call resolution • Reduced repeat call • Reduced call waiting time • Overall call times reduced • Higher staff satisfaction – reduced staff turnover

  17. Yes, definitely Yes, somewhat Not sure Not very much No, not at all Do you think the Amex Performance Support solution positioned the learning function to add business value?

  18. Definitely – adopting Before, During & After Yes, possibly – want to find out more Not sure No change After this presentation, will you be doing anything different in your role?

  19. Very Somewhat Not very Not at all How valuable has this presentation been to you?

  20. Questions gordon.bull@learningforte.com

More Related