Vodafone is renowned for being passionate about delivering World Class Customer Service and are always striving to find new innovative ways to achieve this. As proven specialists in coaching and behaviour change evalu8d were challenged by the Site Leads to work with their management team on the following key objectives:

• Increasing sales through service
• Increasing employee engagement
• Driving customer experience scores
• Delivering measurable changes in behaviour
• Embedding a successful coaching culture

Prior to commencing the project evalu8d took a baseline of current coaching behaviours, using Behaviour Analysis, and spent time listening into calls. Our initial observations of 1-to-1 and coaching sessions identified.

• Lack of ownership from team members as managers used a tell style throughout
• Ideas, proposals and information being generated mainly by the managers or coach
• Accountability for targets was with managers, rather than team members
• Delivering measurable changes in behaviour
• Embedding a successful coaching culture

We designed a bespoke coaching workshop, sharing our leading edge tools, which was delivered to 220 Team Managers, 30 Operations Managers and 20 Quality Coaches. In these interactive workshops we introduced our COACh model and Behaviour Analysis.

The next step was to provide follow up support and coaching on site with these managers as they began to put these skills and techniques into practice. Using behaviour analysis we measured again the difference in their behaviour and the effectiveness of their sessions. The changes were substantial as we began to see team members

• Spotting opportunities to up sell and cross sell on calls
• Owning their 121s and coaching sessions and taking accountability for delivering on their targets
• Generating their own ideas and taking ownership for completion of actions
• Employee engagement increasing as they felt more empowered in their roles
• Customer feedback scores increasing

“I have seen one of my focus Team Leaders increase their team Customer Resolution scores from around 80% in December and January to 91% in March - this is being maintained so far in April - I am convinced that this is due to the increase in confidence in both my coaching and my managers" - Paul - Ops Manager -Vodafone