Royal Sun Alliance are consistently challenging managers to develop teams and drive improvements in performance. Evalu8d were challenged by RSA to create a stretching Management Development and On Site Coaching Programme for team leaders, operations managers and quality coaches within their Personal Operations call centres.

• A noticeable increase in sales through service
• An increase in employee engagement and commitment
• A measurable change in the managers skills, behaviours and capabilities to deliver results through their teams
• A recognisable increase in productivity

Prior to commencing the project we took a baseline of current coaching behaviours, using Behaviour Analysis, and spent time listening into calls, and observing meetings. Our initial observations identified

• Lack of ownership and engagement from the team member in 1-2-1s and Call Coaching Sessions
• Little accountability by the team member for failed objectives or targets
• Team Managers having to ‘share their ideas for improvement’ rather than the coachee

Evalu8d designed a management development programme, ‘REACH’, covering the following modules.

Personal Excellence – Understanding what driver behaviour in self and others.

Leadership Excellence – Leadership styles, motivation, employee engagement.

Coaching Excellence – Sharing Evalu8d coaching tools and techniques, coaching questions.

Performance Excellence– Performance management, setting objectives.

Interpersonal Excellence – Using feedback techniques , assertiveness and delivering difficult messages.

Communication Excellence – Facilitation skills, meeting etiquette, delivering interactive team meetings.

Our interactive workshops enabled us to share our proven tools and techniques and gave them the opportunity to practice real life situations in a safe environment. Our programme was aimed at Operations Managers, Team Leaders, and Quality Coaches. With the Learning and Development team also attending it gave them the opportunity to observe the programme, using it as a Train the Trainer, to enable them to future and further embed the programme.

The next step was to provide follow up support and coaching on site with these managers as they began to put new skills and techniques into practice. Each manager received 2 observed sessions with the Evalu8d coach. Using Behaviour Analysis we measured again the difference in their behaviour and the effectiveness of their sessions. 

Here we observed Team Leaders and Quality Coahes in 1-2-1 and call coaching sessions. We also mentored Operations Managers and Quality coaches, as they became 'Master Coaches', enabling them to observe Team Leaders in the future.

Changes In RSA Through the Development Programme

• Increased Employee engagement as team members are encouraged to come up with their own solutions 
• Team members being accountable for hitting targets and completing objectives 
• Increase in Sales through Service as team members have become more engaged and empowered 
• Increases in Productivity through higher levels of commitment and greater knowledge Feedback