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COACHING for EXCELLENCEBy Marie Claire Kerr
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1-2-1 Coaching Sessions
MIND SET
1-2-1 Coaching Sessions
“The sessions were tailored to my learning
style and by setting realistic goals my calls
improved. I am warmer, more
caring and open even in HMB
calls”.
Coaching in Groups
ASSUMPTIONS
PerceptionsEXPECTATIONS
REALITYdecisions
intentions
CommunicationUnderstanding others
“Team briefs were always
inspirational, after them, I always cannot wait to get back on the phone
to try out some of the ideas that have been suggested”
Elaine Ritchie Start:
Team Coach: Marie Claire Shift:
Campaigns
Ratio KPI's Previous JULY AUGUST SEPTEMBER Overall
HMB 4.56 3.67 3.96 3.82
NewResponders 19.29 3.76 5.00 4.38
Conversions 10.25 15.20 8.50 11.85
Reactivations 11
Upgrades
Overall 9.32 7.54 5.82 6.68
“Keeping a positive mind-set and not taking scores of my “Nos” is
working for me. I feel more relaxed and
successful and my conversations flow
better”.
1-2-1 Coaching Sessions
Ratio target 9.8 or lower
Liz Bishop Start:
Team Coach: Marie Claire Kerr Shift: 18.75 Hrs
Campaigns
Ratio KPI's Previous OCT NOV DEC Overall
HMB 4.67 3.48 5.86 3.53 4.29
NewResponders 14.45 17.18 10.25 9.08 12.17
Conversions 9.00 11.50 9.00 2.00 7.50
Reactivations 4.59 2.67 6.67 4.67
Upgrades 2.97 3.00 5.00 2.75 3.58
Overall 7.82 8.79 6.56 4.81 6.72
1-2-1 Coaching Sessions“Coaching sessions
have shown me different ways how to
manage my performance, my
conversations with donors
are a lot better and I am achieving
more in depth ones”.
Ratio target 9.8 or lower
I am more motivated now
and I have realized the
reason I am here which is of the importance
as a fundraiser”
1-2-1 Coaching SessionsRatio target 9.8 or lower
1-2-1 Coaching SessionsTaryn Martin Start:
Team Coach: Marie Claire Shift:
Campaigns
Ratio KPI's Previous JULY AUGUST SEPT Overall
HMB (4:1) 8.22 6.58 9.46 9.23 8.42
Wrap Up / Not Ready
KPI Previous JULY AUGUST SEPT Overall
Wrap Up (11%) 16.96% 23.19% 14.20% 14.55% 17.31%
Not Ready (2.5%) 2.07% 1.52% 2.08% 2.84% 2.15%
Overall (13.5%) 19.03% 24.71% 16.28% 17.39% 19.46%
Call management A/M C/BJULY 48.68% 49.09% JULY 20.36% 20.75%
AGUST 50.73% 49.74% AGUST 22.92% 24.83%
SEPT 43.12% 37.39% SEPT 22.07% 29.53%
Team KPIRatio target 9.8 or lower
Team KPIWrap Up time target 11.5 or lower
CALL LISTENING PROJECT• New Monitoring Form• New Process• New Results
Overall Score
1st Call Listening - Feedback Session
Name: Laura Dykes Call date & Time : 06/11/13, 10:19
Team coach: Marie Claire Kerr Telephone: 1922478105
Date: 08/11/2013 Feedback date:
For an accurate score, always mark all criteria with an "x", including those that are not applicable.
Dev
elop
ing
Impr
ovin
g
Ach
ievi
ng
Exc
eedi
ng
Not
app
licab
le
x
xx
xxx
xxx
n/a
x
xx
x
x
Comments: (For a new paragraph, press ALT+RETURN)
GR
EAT
CO
NVE
RS
ATI
ON
S
Sounding Genuine, Natural
Skill
s
Note
s
Listening / Questioning / Created Rapport
Positive Language
Pace / Tone / Manner / Sounding Confident rised voice at the start of call, maybe not needed.
Empathy
Used Judgement
Dealing with excuses
Leaving Donor Sounding Valued
Ownership, Call Control
No Yes
MA
ND
ATO
RY
1st Ask, (2nd Ask if applicable)
Wrap up call x
Correct Information x
Spelling
Gift Aid asked
First name and address confirmed x
Email captured (If applicable)
Notes (added or deleted)x
PDD-DD-OOD information confirmed
98%
AICR HMB, Yes to box.Great call, Laura sounded very natural and the call had a good flow.At the start, the donor seems that didn't hear, and Laura raised her voice for a while.Maybe is an assumption that the customer was not hearing well, it could be the name of the charity not clear, or too quick.Laura agreed that it was an assumption and she would check in the future if donor can hear her clearly or not.The rest of the call was in a clear nice tone.
OVERALL SCORE
Call Listening Overall
Name: Laura Dykes Call 1: 98%
Team coach: 27-Nov-13 Call 2: 91%
Date: 11/12/133 Call 3: 100%
(no date) Call 4: #DIV/0!For an accurate score, always mark all criteria with an "x", including those that are not applicable.
Call
1
Call
2
Call
3
Call
4
100% 100% 100% N/A
100% 100% 100% N/A
80% 100% 100% N/A
100% 100% 100% N/A
100% 100% 100% N/A
100% 100% 100% N/A
N/A N/A 100% N/A
100% 100% 100% N/A
100% 100% 100% N/A
98% 100% 100% #DIV/0!
N/A N/A N/A N/A
100% 100% 100% N/A
100% 100% 100% N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
100% N/A 100% N/A
100% N/A 100% N/A
N/A 0% N/A N/A
N/A N/A N/A N/A
100% 67% 100% #DIV/0!
(For a new paragraph, press ALT+RETURN) Comments: (For a new paragraph, press ALT+RETURN)
PDD-DD-OOD information confirmed
Wrap up call
1st Ask, (2nd Ask if applicable)
96%
08-Nov-13
Spelling Notes (added or deleted)
Email captured (I f applicable) First name and address confirmed
Gift Aid asked
Correct Information
MAN
DAT
OR
Y
Dealing with excuses
Ownership, Call Control
Leaving Donor Sounding Valued
GR
EA
T C
ON
VER
SAT
ION
S
Pace / Tone / Manner / Sounding Confident
Positive Language
Empathy
Used Judgement
Sounding Genuine, Natural
Listening / Questioning / Created Rapport
Skill
s
98%
91%
100%
0%
98%100% 100%
0%
100%
67%
100%
0%0%
20%
40%
60%
80%
100%
Call 1 Call 2 Call 3 Call 4
Track Improvement
OVERALL SCORE GREAT CONVERSATIONS MANDATORY
Monitoring Form
• Fundraiser nominates 1 call per week to be scored• Coach selects 1 call per week to be scored • Calls are listened by Fundraiser and Coach together• Calls are scored by Fundraiser• Coaching sessions following the listening session• Catch ups to track progress
New process:
• Fundraisers are in control of their own calls.• Continuous awareness in creating “Amazing & Memorable Calls”• Focusing on positive feedback creates positive outcomes• Amazing calls will help positive outcomes of Conversions and New
Responders campaigns
Results:
“I was able to hear
for myself
where I needed to improve”
After listening to a call I thought
was good I learned how to
improve it and now aim to achieve a 100%
with the next one”
“It is great to know what are we looking to
demonstrate in each call and make it happen”
“The new call listening is
more understandable making it more enjoyable
and it has helped my calls
greatly”
ERRORS REPORT PROJECT• Report Process Awareness • Errors Results
Creating awareness• Showed Fundraisers how reports are created.• Understanding of impacts in other departments• Identified and clarified errors causes.
Errors reduced results
Marie Claire’s team Other’s team
Results:• Fundraisers are in control by understanding the report process.• Continuous awareness in doing the right thing• Focusing on positive feedback creates positive outcomes• Developing our staff in being part of the process motivates them and
creates co-operative atmosphere.
Seeing how the system worked
has been a great
insight, knowing how
much time and effort goes into this, has helped us improve as a
team”
“It made me focus on my campaigns to endeavour to complete every mandatory to eliminate
errors”
“You can rectify errors a lot sooner
so you don’t keep
making the same
mistakes”
COACHING THE MENTOR• Mentoring New Fundraisers• Motivational Chats (WIP)
Mentoring new FundraisersBryan O’Rourke (Consistent Successful Fundraiser)mentoring Claire McKenna (New Fundraiser Aug 13)One hour session per week.
INVESTMENT: One to two “Bryan’s hours” per week.In return of additional successful and motivated fundraisers
“The mentoring may take 1 hour off the phone, but makes a
huge difference in the long run”
Target 4.0 or lower
Motivational ChatsMoya Soloman (Consistent successful fundraiser) sharing tips and hints and why she loves her job so muchIn 1-2-1 chats
1st Chat: Rachael Nicoll on 7th Dec for 30 minutes.
Conversation about: Confidence, dealing with “Nos”
INVESTMENT: One to two “Moya’s hours” per week.In return of additional successful and motivated fundraisers
Motivation level Before chat: 7/10After chat: 10/10+
HMB ratio Before chat : 17.25 After chat : 12.40
FEEDBACK PROJECT• Monthly survey• Coaching Feedback form
Monthly survey:
“I find my call quality is better and my quantity of boxes has
gone up, coaching has benefitted me greatly at work and outside work.”.
Feel Supported by
coach
6 months survey:“I feel I am a
more positive
and stronger person for the
company”.
“I felt valued and important, therefore I have better conversations
with donors, feeling positive and confident”
6 months survey:“Lots of coaching I
‘ve had before seemed to be
based on where I was going wrong.
Positive coaching was excellent for me”.
“I left each session motivated with clear
set goals which I have achieved, and in
addition, has given me a well needed confidence
boost”.“Team briefs
were fun, they made me “think
outside the box”.
CONCLUSIONS
Coaching for Excellence:Time spent in people:
• Increase Confidence Levels
• Reduce Call Logging Errors
• Increase Call Quality
• Reduce Overall Ratios & Wrap up times
• Maintain Retention of Staff
• Developing High Skilled Fundraisers