phase 1 if you are opening this media workbook for...

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Name:

Supervisor:

Date:

IF YOU ARE OPENING THIS MEDIA WORKBOOK FOR THE FIRST TIME…

1. Please save this workbook NOW to your desktopor other easily accessible location on yourcomputer.

2. Close the workbook.

3. Now use a PDF viewer to open the Workbookfrom its saved location on your computer. You willpersonalize your workbook, so from now on youwill always need to open it from its saved locationusing a PDF reader.

4. On any page where you type answers or notes,make sure you always save your workimmediately by clicking the Save icon on the topleft of the window.

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PHASE 1 PHASE 1APP

PHASE 2 PHASE 2APP

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WELCOME

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Your Workbook Activities

3

E-Learning

Sitel has a wealth of online learning assets: interactive, guided learning experiences. This workbook will introduce you to a selection that will get you up and running. .

Documents

Sometimes, there’s nothing quite as helpful and elegant as a simple document containing a summary of a process or tool. We’ll give you links to some key ones and ask you to extract key learnings from them

On the Job

Practical application activities: walking the floor, monitoring calls, supporting performance management.

Talking PowerPoints

This is a learner driven PowerPoint with audio narration from a Sitel expert. About 20-30 minutes in length.

Expert Webinars

Videos. We all use them, we all love them. Sitel has plenty of videos for your to watch. We’ll introduce you to some core ones and encourage you to explore the rest.

Classroom

There are times when you need to speak to an expert – and kick ideas around in an energetic environment. Our Instructor Led Training (ILT) events give you just that – as well as an opportunity to build that crucial network of contacts.

Workbook Activities

Mind Maps, self-study activities while listening to expert interviews with Sitel Coaches. These will form the core of your experience, helping you learn and progress. Make sure to complete all activities.

Leader2Leader

How will you know if you’re on the right path? How do you check your progress? Leader2Leader checkpoints take place at the end of key sections. These are opportunities for you and your Leader to see how things are going and address issues that have arisen from the activities in this workbook. Always prepare for these sessions and have your workbook up to date. Remember – your Leader will prepare questions for you to answer.

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Your Learning Icons

4

PROVE IT

Time to walk the walk: use this activity or assessment point to demonstrate you know what to do. Pass the test and hit the mark.

LEARN IT

The facts. The figures. What to do. What not to do. Learn what you need to learn in a fast, snappy fashion, from expert Sitel Leaders or case studies.

OWN IT

A chance to practice what you just learned. Explore a scenario. Make a decision. Take part in a role-play.Learn from your mistakes.

PLAN IT

Take what you’ve learned away with you and make a plan. Prepare for your Checkpoint meeting with your manager. Apply what you got in the class to your world.

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Your Leadership Skills

5

All training modules are tied to:

• The functional requirements as defined in your Job Description

• The 4 Leadership Principles as stated in the Sitel Compass

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PHASE 2 PHASE 2APP

PHASE 3 PHASE 3APP

WELCOME

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7

Phase 1: Foundations

Welcome to Phase 1, Foundations! In this module, you’ll be introduced to important aspects of the Sitel cultural and Leadership framework that will inform your new role as Coach. You’ll also begin to learn about the systems and processes involved in coaching.

Phase 1, Foundations, will be completed over 5 days and will last a total of 34 hours. During this time, you’ll complete a series of activities with your Leader, and access videos, Talking PowerPoints, and podcasts from experts in your field.

This workbook will be your space for recording notes and for assessing your progress. You’ll answer questions and complete tasks for each stage of your learning.

2 minutes

At the end of the Phase, you’ll meet with your mentor, who will review the work you’ve done, and the notes you’ve taken to make sure you’re ready to move on to the next stage of your learning.

As you go through this course, you’ll be asked to access Sitel University for webinars, interviews, and video tutorials. Wherever you see a link for Sitel University, look for this icon:

Click the icon to find a course title for that unit. Then, browse the Sitel U Catalogue, or use the search function to look for the course and enroll.

For support, contact your Mentor or Site Learning Manager.

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8

Activity: Mind Mapping

How does Mind Mapping help effectively document content? How can Mind Mapping help generate creative ideas?

In what ways do all types of learners benefit from Mind Mapping or Mind Mapped resources?

What strategies can you use so that your Mind Map works to improve memory and retention?

60 minutes

As you go through the Talking PowerPoint, answer these questions.

Mind Mapping is an efficient way of organizing thoughts and ideas for maximum impact and maximum clarity. Learning how to use Mind Maps effectively will help you to identify problems and solutions quickly, and to prioritize more effectively.

Click the page icon to view

the course title

Coach GrowthPoint_Phase 1_Module 1_Mind

MappingClick Play to enter

Sitel University

https://gm1.geolearning.com/geonext/sitel/dynamicopensite.geo?id=oTMGZAqYpLQoAaS09FgpQWP98ryJgg6aSyOQO68JZkfXrNTnDegfoA..


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9

Activity: Core Values

Section 1

How will our Core Values relate to your new role?

Notes:

Click Play to visit Sitel University and listen to this webinar, and make notes on the following key areas. Your answers will focus on the Sitel Core Values – Accountability, Integrity, Open Communication, Service Excellence, and Teamwork.

Section 2

How will you need to change your behavior to ensure you are implementing our Core Values in this non-agent role?

Section 3

How can you use the Core Values to help assess your own behavior and performance in your new role?

Notes: Notes:

Don’t forget to save your workbook once you have completed your answer.

60 minutes

Click the page icon to view the course title

Coach GrowthPoint_Phase 1_Module 2_The Sitel Core Values for Mentors and Coaches



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10

Activity: Make a Match

Click Play to watch this video, then read the following descriptions of good Leadership habits. Which Leadership Value do they describe?

• Navigate Complexity• Consider Multiple Views• Balance Speed and Understanding

• Seek Great Talent• Give and Receive Feedback• Accelerate Development

• Drive Performance• Create Solutions• Focus on the Future

• Model Our Values• Demonstrate a Global Mindset• Build Trusting Relationships

30 minutes

Click the page icon to view the

course title

Coach GrowthPoint_Phase

1_Module 3_The Sitel Compass



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Activity: Leadership Values

In the next activity, you’ll meet four Sitel Coaches. Click each one to read about some of their Coaching Habits…

…Decide which Leadership Value they are enacting.

When you’ve submitted your Leadership Value answers for each employee, click the button at the bottom of your page to check your answers!

Let’s get started!

Click to Begin!

2 minutes

11

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Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Which Leadership Value are these colleagues describing? Select the correct answer and click ‘Submit’.

Submit

Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Click each Coach to reveal their Leadership habits.

30 minutesActivity: Make a Match

12

“I share my own failures and successes. If I’m honest in my self-evaluation, my agents can trust that I’ll be honest in my feedback to them.”

“I make sure to sit down with each of my agents at least once a week, to give them detailed feedback.”

“If an agent comes to me with a concern, I always check with other agents, to find out if the challenge is something we need to deal with as a team.”

“I use incentives and rewards to get the best out of my team. I always recognize agents who’ve done a great job.”

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Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Grow the Business

Be the Coach

Act with Insight

Lead to Engage

Grow the Business

Be the Coach

Act with Insight

Lead to Engage

“I share my own failures and successes. If I’m honest in my self-evaluation, my agents can trust that I’ll be honest in my feedback to them.”

“I make sure to sit down with each of my agents at least once a week, to give them detailed feedback.”

“If an agent comes to me with a concern, I always check with other agents, to find out if the challenge is something we need to deal with as a team.”

“I use incentives and rewards to get the best out of my team. I always recognize agents who’ve done a great job.”

30 minutesActivity: Make a Match

Click each employee to reveal each answer in sequence.

13

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14

Activity: Time to Reflect

Don’t forget to save your workbook once you have completed your answer.

Describe…

Use this space to describe why the Sitel Leadership Compass is a critical tool for all associates of a PEOPLE FIRST organization.

Notes:

2 minutes

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Activity: Coach Success

Click Play to enter Sitel University and listen to this Expert podcast. Then, you’ll be asked to practically apply the coaching skills you’ve learned by coaching solutions to the challenges these agents are facing. Flip the cards for extra information about the agents that might help explain their challenges. Then, write some coaching notes for them in the boxes below.

Low Sales Exceeding Wrap TimePoor NPS Scores

• High school grad• First job• No sales experience• Shy personality

• Aged 46• Has just returned to work

after being a stay-at-homewife and mother for 10 years

• Not IT confident

Click here to turn the cards.

Notes: Notes: Notes:

30 minutes

• Agent on the floor for 3 years• Wife has just been laid off• Has taken a high proportion

of escalated, difficult calls

15


Coach GrowthPoint_Phase 1_Module 4_Coach Success Profile



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16

Ready for Class? Day 1

Well done! You’ve made it to the end of Day 1 self-study! Before you attend your on-site workshop, make sure you’re confident about the areas you’ve covered today.

Mind Mapping

Check each box and save your workbook.

Sitel Core Values

The Sitel Compass

Coach Success

Be aware of what you don’t know…Bert Quintana, CEO

Note your questions here

Need to KnowList any questions that you want to cover during your on-site workshop. What areas of Phase 1, Day 1 are you still unsure of?

Note your questions here

Ready to AnswerMake sure you’re ahead of the game and think about the sort of questions your facilitator might ask during the workshop. Are you ready to answer?

2 minutes

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Activity: HR Meeting

Click to Begin Activity

120 minutes

17

Time for your meeting with HR!

Agenda:• Labor Law Basics• Employee Law• Working Relationships• Harassment• Fraternization

When you’re back, click the button below for your next activity.

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18

Judge and Jury: Labor Laws

After your meeting with HR, examine the details of these three cases and decide if the behavior is compliant, or noncompliant with labor laws. Make a judgment – Guilty or Not Guilty!

Click the case file to reveal your next case.

CASE #: 001COMPLAINANT: Raheem, a call floor agentDEFENDANT: Melanie, Raheem’s Coach.

Raheem is a practicing Muslim. His scheduled lunch break for his shift is set for 1 pm.

Raheem has asked his Coach, Melanie, if he can swap break times with another colleague so that he can be free to observe Zuhr Prayer at noon.

Melanie advises Raheem that she cannot rearrange the schedule. She tells him he should not allow his personal life to get in the way of his effectiveness at work.

Is Melanie Guilty of Discrimination?

Definitely a Guilty Verdict. Organizations are obligated to respect

the religious observations of employees. Allowing Raheem to swap

break times with a colleague would not have impacted work on the floor.

Check Your Judgment

Click to move on to your next case.

10 minutes

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Examine the details of these three cases and decide if the behavior is compliant, or noncompliant with labor laws. Make a judgment – Guilty or Not Guilty!


CASE #: 002COMPLAINANT: Rob, Sam’s CoachDEFENDANT: Sam, a call floor agent

Sam and his co-worker Emily were eating lunch together in the canteen. Sam remarked that Lucie’s new dress looks really good on her. Sam’s Coach, Rob, overheard the remark and called him for a meeting after his break.

Rob gave Sam an official verbal warning for making a comment that could be interpreted as sexual harassment.

Is Sam Guilty of Sexual Harassment?

Sam is Not Guilty in this case. Rob was too quick to make a judgment

without investigating the circumstances around the comment. In any case, if a complaint was to be

made, it should have come from Emily.

Check your Judgment


10 minutes

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20


Examine the details of these three cases and decide if the behavior is compliant or noncompliant with labor saws. Make a judgment – Guilty or Not Guilty!


CASE #: 003COMPLAINANT: Josh, a call floor agentDEFENDANT: Aaron, Josh’s Coach

Josh has noticed that his colleague, Sarah, has been taking longer breaks than permitted, and not properly completing Customer Comments.

Their Coach, Aaron, has given Josh two prior warnings for returning late from lunch, but Sarah has had no warnings. Josh saw Aaron and Sarah at the movies together on Saturday, holding hands. He suspects they are romantically involved.

Is Aaron Guilty of fraternization?

Yep, that’s a ‘guilty’. Sarah reports to Aaron, and company policy prohibits

romantic involvement between a supervisor and a reporting agent. In this case, Josh is right to report what

he has seen.

Check your Judgment

10 minutes

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Click to reveal correct answers

21

Blank Space: Metrics

Click Play to enter Sitel University and watch this video. Then, look at the Metrics Training Material for New Hires and select the correct word to fill in the gaps!

Team Metrics: Agent Training Material

AHT is our . This is a measurement of the average

time an agent spends when dealing with a customer

call. SL is our . This is a about how

long it will take us to , and .

SL and AHT are closely linked. The the AHT, the

poorer our SL will be. Although we strive to keep our AHT

and our SL on track, we have to make sure that we do

not compromise on . We must give the customer

to resolve their problem.

Click to reveal the correct answers.

150 minutes


course title

Coach GrowthPoint_Phase 1_Module 7_Call Center

Metrics



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22

Blank Space: Metrics

Check your answers here. Then, take a look at the following questions and make notes in the space provided.

Team Metrics: Agent Training Material

AHT is our Average Handling Time. This is a measurement of the

average time an agent spends overall when dealing with a customer

call. SL is our Service Level. This is a promise to our customers

about how long it will take us to get to their call, and resolve their

problem.

SL and AHT are closely linked. The higher the AHT, the poorer our SL

will be. Although we strive to keep our AHT low and our SL on track,

we have to make sure that we do not compromise on quality.

We must give the customer the time they need to resolve their

problem.

Anything to Add..?

Use this space to add some notes for your agents about:

• Why do we measure and analyzeagent statistics?

• How are KPIs tied to financial results?

Answer:

150 minutes

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Activity: QA Meeting

Time for your QA Meeting!

Agenda:• Critical aspects of Quality Monitoring• Monitoring Forms• Monitoring Calibration

You’ll need to record what you learn…Click the button below to reveal some questions to help you make useful observations.

30 minutes

23


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24

Activity: Quality Monitoring

What are the critical aspects of Quality Monitoring? What are the Key Components of a Monitoring Form?

How does Monitoring Calibration contribute to the success of Quality Monitoring?What is Monitoring Calibration?

15 minutes

As you work with your QA Mentor, make notes on these questions.

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Section 1

What is the purpose of Monitoring Calibration?

Notes:

Now that you’ve met with your QA Mentor, take some time to make notes on the Monitoring Calibration Process.

Section 2

What are the Process Steps for Monitoring Calibration?

Section 3

How frequently should Monitoring Calibration be conducted? Why?

Notes: Notes:

Don’t forget to save your workbook once you have completed your answers.

15 minutes

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26


It’s time to put what you’ve learned into action. Listen to the calls your Mentor has selected and use the Monitoring Form you’ve been given to complete a Quality Check for each call. When you’ve completed as much as you can alone, liaise with your Transition Group to compare results and calibrate your monitoring.

Discussion Points

Use this space to note down any comments or queries you’d like to raise later with your Transition Group, for each call.

Notes:

30 minutes

Call 1

Call 2

Call 3

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27

Building RelationshipsWhat are the key components of a productive Coaching environment?

How can you provide support, without removing accountability?

As you listen, answer these questions.

What can you do to create a ‘noise-free’ Coaching environment?

How can you overcome and remove obstacles to effective Coaching?

Click the icon to visit Sitel University and listen to the expert interview

60 minutes


course title

Coach GrowthPoint_Phase

1_Module 10_Building Relationships



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28

Activity: The O-R ModelClick Play to enter Sitel University and listen to this Expert podcast. As you listen, put the four steps of the O-R Model in the correct order, and include a description of how each step works in the boxes on the right.

1

2

3

60 minutes

Remember to save your workbook once you’ve completed your answers.


Coach GrowthPoint_Phase1_Module 11_The OR Model



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29

Activity: Effective FeedbackWhat impact does Coaching feedback have on team performance?

What is the difference between affirming and constructive feedback?

Describe the process for delivering structured, effective feedback.

What are the key features of effective feedback?

150 minutes

When you have completed the classroom lesson, answer these questions.

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30

Debrief: Either/Or

“You’ve been shown this process a number of times,

yet you keep making the same mistake. It’s damaging your personal stats, and the team performance metrics.”

EITHER ORClick to reveal the answer.

“It seems like there might be something about this process that you’re unsure of. Let’s go through the process together

and put some clear steps together for you.”

Now let’s see some effective feedback in action! Below, you’ll find examples of Coaching feedback. Discuss each pair with your Facilitator, and decide which statement is effective feedback and which is ineffective feedback.

6 minutes

Click to show the next scenario.

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31

Debrief: Either/Or

“Your NPS scores have just missed our target for this

week. Let’s take a look at the customer feedback and review those calls to see

what happened.”


“You’ve missed your NPS targets this week. You must improve those scores or the

whole team suffers. You should always be thinking

about NPS on calls.”

Now let’s see some effective feedback in action! Below, you’ll find examples of Coaching feedback. Discuss each pair with your Facilitator, and decide which statement is effective feedback, and which is ineffective feedback.

6 minutes


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32

Debrief: Either/Or

“You’ve done a great job this week getting your AHT down

and keeping your NPS up. Let’s look at what you’ve

done differently, so you can continue to perform at this

level.”


“Great job this week! You must be doing something

right!”


6 minutes


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33

Debrief: Either/Or

“I want to show you a breakdown of your stats for the last week. Why do you think your AHT is dipping

after 4 pm each day?”


“Your AHT is plummeting every afternoon. You need to be working on full steam all

day – not just in the morning.”


6 minutes


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34

Debrief: Either/Or

“Don’t you remember what we discussed last month? It seems like you haven’t paid

any attention to the feedback you were given then.”


“Yesterday, we talked about strategies for lowering your wrap time. Why don’t you

talk me through what changes you’ve made since then, and we can decide if they’re working for you.”


6 minutes

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Low Sales Poor NPS Scores Exceeding Wrap Time

…Some of the methods used by active Coaches and Mentors to give feedback.

...On your training on feedback. Was it effective? Why?

…Some improvements you think could be made to the current feedback process, to ensure more agents get more effective feedback.

Activity: Coach Success

Now for some real time observation! Spend some time in live feedback sessions, and make notes on the areas below. Flip each card for questions in each category.

Remember to save your workbook once you’ve completed your answer. Click here to turn the cards.

Notes: Notes: Notes:

150 minutes

35

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Building a Productive Coaching Environment

36

Activity: Impressions and Learning

Now that you’ve reached the end of Day 4, Phase 1, remember the importance of reflection! Take some time to think back over your learning, and check off the areas you feel confident about. Then, use the boxes below to summarize what you’ve learnt today, and some of the things that stood out during your observations.


The O-R Model

Effective Feedback

Strategies for Live Feedback


Note your answer here

What Have I Learned?Summarize the key learning points you’ve taken from today’s training, and any queries you might still want to raise with your Facilitator.

Note your observations here

What are my Impressions?List the key strategies you saw being used today to create a productive Coaching Environment and provide effective feedback.

30 minutes

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Activity: Team Observation

Time for your Team Observation!You’ll need to record what you see…Click the button below to reveal some questions to help you make useful observations.


30 minutes

37

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Activity: The Live EnvironmentWhat are some of the recurring challenges faced by agents in the Live Environment?

What regular tasks are performed by Coaches in the Live Environment?

As you complete your Team Observation, make notes on these discussion points.

What positive Coach habits and behaviors have you seen in action?

What positive agent habits and behaviors have you seen in action?

30 minutes

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Mind Mapping

39

Leader2Leader: Phase 1

Well done! You’ve made it through the end of Phase 1 self-study!

With your Leader, check that you have completed all the activities for the last week.


Core Values

Sitel Leadership Compass

Coach Success

Labor Laws

Call Center Metrics

Monitoring & Calibration

Building a Coaching Environment

The O-R Model

Feedback

Discussion points here

CHECKPOINT PREPList any questions that you want to cover in your Checkpoint with your Leader. What can you ask your Leader to do to support you?


2 minutes

PHASE 1 PHASE 1APP

PHASE 2 PHASE 2APP

PHASE 3 PHASE 3APP

WELCOME

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Phase 1: Application

Welcome to Phase 1, Application! Here, you’ll take all the skills and habits you learned in the Foundation Module, and apply them to live activity on the Call Floor.

Phase 1, Application will be completed over 5 days, during which you’ll spend time Monitoring, giving Feedback, and Floorwalking.

At the end of the Phase, you’ll meet with your mentor, who will lead you through a Gateway Assessment – a review of your work and skills to make sure you are ready to move on to Phase 2.

2 minutes

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2 minutesLearner Journey

This week, you’ll spend each day Call Monitoring, providing Feedback, and Floorwalking. You will have activities to complete both before and after each of these tasks.

When you have completed all your tasks for the day, return to this page, and check the day as ‘Completed’.

Day1

Day3

Day2

Day5

Day4

Completed

Completed

Completed Completed

Completed

42

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Schedule: Daily Schedule

Activity Duration Link to Activity

MonitoringMonitoring: Calibration

FeedbackFeedback: Reflection

FloorwalkingFloorwalking: Reflection

90 minutes30 minutes



Monitoring

Feedback

Floorwalking

Click to access Monitoring Section

Click to access Feedback Section

Click to access Floorwalking Section

2 minutes

Click to return to Learner Journey

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Phase 1: Monitoring 90 minutes

Let’s get started with some Monitoring. Spend the first 90 minutes today using your campaign Monitoring Form, to Monitor agent calls. Try and include a combination of remote call listening and side-by-sides.

Be Prepared:Create a checklist of KPIs and Soft Skills that you’ll be focusing on each day. Add something new to the list each day until you have built up a complete portfolio of Quality Checks. Don’t forget to save your workbook!

Day 1:

Day 2:

Day 3:

Day 4:

Day 5:

Click to return to Daily Schedule


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Phase 1: Monitoring Calibration

Time for your Mentor Meeting!You’ll have this meeting each day to calibrate

your Monitoring. Check each day’s meeting off the list below,

and save your workbook.

30 minutes

Use some of your time with your mentor to calibrate the calls you have just monitored.

Use your Campaign Calibration form.

Day 1 Mentor Monitoring Calibration







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Phase 1: Feedback 90 minutes

Let’s move on to Feedback. Spend the next 90 minutes using your Campaign Feedback Form, to provide feedback to the agents you have monitored.

Day 5

Day 4

Day 3

Day 2

Day 1

Be Prepared:

Select one Key Metric to focus on in your feedback, each day. Remember to save your workbook when you’ve made a change.



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Feedback: ReflectionNow that you’ve spent some time providing feedback to agents, let’s reflect on your experience.

Use the speech bubbles below to record feedback statements you found to be effective, and those you felt didn’t work as well. Add one comment to each column each day.

30 minutes

Effective Statements Ineffective Statements

Day 5

Day 4

Day 3

Day 2

Day 1



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Phase 1: Floorwalking 140 minutes

We’ll finish up the day with some Floorwalking. Spend the next 2.5 hours walking the floor, and providing assistance to agents where required. Remember, you’re holding the agent back if you accept escalations on their behalf!

Day 1:

Day 2:

Day 3:

Day 4:

Day 5:

Call Driver Significant Challenge around this Call Driver

Be Prepared:Use this space to make a note of a significant challenge presented by a Call Driver. Select one Call Driver per day to focus on for your reflection.



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The Challenges…

1. Name one CustomerInteraction challenge thatarose.

2. Name one Agent Behaviorchallenge that arose.

3. Name one SystemsChallenge that arose.

Floorwalking: Reflection

Now that you’ve had experience Floorwalking, take some time to reflect on the challenges you faced. What were the most common problems you encountered? How will you plan for these challenges as a Coach? Flip the cards below for some questions to help you record your reflections.

Type your answers for each day in the corresponding box.

Click here to turn the card.

Day 1

150 minutes

49

Day 2

Day 3

Day 4

Day 5



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Your Actions

1. Detail the advice you gavefor each of thesechallenges.

2. What action was taken bythe agent in each case?

3. What was the finaloutcome of each of thesethree calls?





Day 1

150 minutes

50

Day 2

Day 3

Day 4

Day 5



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Next Time

1. What elements of youradvice and the agent’sactions could you takeforward to help deal withfuture problems?

2. What aspects of youradvice could you change infuture to achieve a morepositive outcome?





Day 1

150 minutes

51

Day 2

Day 3

Day 4

Day 5



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Monitoring

52

Leader2Leader: Phase 1, Application

Well done! You’ve made it to the end of Phase 1 Application!With your Leader, check that you have completed all the activities for the last week.Check each box and save your workbook.

Monitoring: Reflection

Feedback

Feedback: Reflection

Floorwalking


Discussion points here



15 minutes

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Name:

Supervisor:

Date:

IF YOU ARE OPENING THIS MEDIA WORKBOOK FOR THE FIRST TIME…

1. Please save this workbook NOW to your desktop or other easily accessible location on your computer.

2. Close the workbook.

3. Now use a PDF viewer to open the Workbook from its saved location on your computer. You will personalize your workbook, so from now on you will always need to open it from its saved location using a PDF reader.

4. On any page where you type answers or notes, make sure you always save your work immediately by clicking the Save icon on the top left of the window.


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PHASE 1 PHASE 1APP

PHASE 2 PHASE 2APP

PHASE 3 PHASE 3APP

WELCOME

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3

Phase 2: Expansion

Welcome to Phase 2, Expansion! In this module, you’ll learn more about the systems and processes you’ll need to effectively manage performance.

You’ll have opportunities to practice using these systems, and time to reflect on how they can assist you in driving a productive team environment.

Phase 2, Expansion will be completed over 5 days and will last a total of 27.5 hours.

At the end of the phase, you’ll meet with your mentor who will review the work you’ve done, and the notes you’ve taken, to make sure you’re ready to move on to the next stage of your learning.

2 minutes

Remember, as you progress through the course, you’ll be asked to access Sitel University for webinars, interviews, and video tutorials. Wherever you see a link for Sitel University, look for this icon:

Click the icon to find a course title for that unit. Then, browse the Sitel U Catalogue, or use the search function to look for the course and enroll.

For support, contact your mentor or Site Learning Manager.

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4

When might you use pivoting? What are the basic formatting tools in Excel?

When you have completed the online course, answer these questions.

What is the simplest way to input a formula in Excel?What purpose does VLOOKUP serve?

60 minutesActivity: Excel Basics

Click to enter Sitel University.


the course title.

Coach GrowthPoint_Pha

se 2_Module 1_Excel Basics

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Time for your Excel Workshop!When you’re back, click the button below

for your next activity.

Agenda:• File Tab• Home Tab• Insert Tab• Page Layout• Formulae• Data• View and Review• Shortcuts

5

Activity: Excel Basics Workshop 4 hours


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Creating Files Formatting

FormulaeCharts

6

Activity: Excel Workshop Debrief 60 minutes

Flip the cards to reveal an Excel Challenge. When you’ve finished each challenge, save your workbook so your mentor can review your work later.


1. Create a table in Excel with 5 columns to detail the calls you monitored last week.

2. Populate the columns as follows: call references, date and time of call, associated agents, ACW, and AHT.

3. Save your table to your desktop, as Basic Excel Training Table.

1. Create a title for the table at the top of the page. Use Cell Merging to center the title so that it sits across all five columns.

2. Format the ACW and AHT stats in your table by hours, minutes, and seconds.

3. Format the date and time of the calls, as MM/DD/YY 00:00:00.

4. Use Conditional Formatting to highlight all AHT and ACW under target in red. Highlight all AHT and ACW on target in green.

1. Create a new row in your Excel training table that shows the average (Mean) AHT for all listed calls.

2. Create a second new row in your Excel table that shows the Median ACW score for all calls listed.

1. Create a new worksheet in the same file. Label this worksheet ‘Charted Results’.

2. In the new worksheet, create a scatter chart showing each agent you have monitored, and their AHT.

3. Link the chart to the original worksheet.

Summarize…

In the space provided below, type a short summary of what you’ve learned about Excel Basics, so far!

Notes:

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Time for your meeting with the CMS Champion!


Agenda:• Navigating CMS• Basic CMS Reports

7

Activity: CMS Meeting 3 hours


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8

Placeholder

8

Activity: CMS

Now that you’ve met with the CMS Champion, you should feel confident about locating and running basic CMS reports. So let’s get some practice! Run each of the reports detailed in the list below, and check off each one as you go.

Save your reports for your mentor to review later.

Placeholder

Placeholder

Placeholder

Placeholder

Discussion points here:

Any Questions?Use this space to note down any questions you still have about CMS. You should also note any problems you have faced navigating the system or generating reports.

30 minutes

Reports Checklist

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What is the purpose of the Kronos time keeping system? What are the key functions of the Kronos system?


How can you filter Kronos information to your team to help improve team and individual performance?How can you use Kronos to be a more effective Coach?

60 minutesActivity: Kronos eLearning


the course title.


se 2_Module 5_KronosClick to enter

Sitel University.

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Time for Kronos Classroom Training!


Agenda:• Navigating Basic Kronos Functions• Attendance Tracking• Maintaining Basic Daily Data

10

Activity: Kronos Application


2 hours

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1111

I can navigate through the basic functions of Kronos.

11

Activity: Kronos Checklist

Now that you’ve attended your Kronos classroom training, make sure you’re confident about the system before you move on. Take a look at the items on the checklist below and check off those you feel confident about. Make a note of any questions you might still have and discuss with your mentor later.

Remember to save your workbook when you are finished.

I can use the Kronos basic functions.

I can maintain basic, daily data.

I know how to use Kronos to create a more effective coaching environment.

I know how to use Kronos to drive improved team performance.


Any Questions?Use this space to note down any questions or concerns you still have about Kronos. You can discuss these with your mentor at your next checkpoint.

5 minutes

Kronos Checklist

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Time for your meeting with the Operations Manager!


Agenda:• Account Specific KPIs• The Pricing Model• Performance Management and Financial

Results


12

Activity: Grow the Business 2 hours

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Activity: Account Pricing and Client KPIs

Section 1

What are Sitel’s client-specific key performance indicators?

Notes:

Now that you’ve met with the Operations Manager, answer these questions on account pricing and client-specific key performance indicators.

Section 2

Explain Site’s Account Pricing model.

Section 3

How can performance management positively impact financial results?

Notes: Notes:

Don’t forget to save your workbookonce you have completed your answers.

30 minutes

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Time for your Root Cause Analysis classroom training!


Agenda:• SMART Action Planning• Analyzing Action Plans• Resolving Ineffective Action Plans• Creating Action Plans at Team Level


14

Activity: Root Cause Analysis 2 hours

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Agent 1 Agent 2 Agent 3

This agent has received consistently poor NPS scores.

This agent has returned late from breaks 4 days this

week.

This agent’s AHT always exceeds the team target.

1515

Activity: Root Cause Analysis 30 minutes

Flip the cards to reveal a Coaching Challenge with agents on your team. Decide what questions you should be asking, and what extra information you should be locating to figure out the root cause of the problem. Make a note of your suggestions below each card.


Notes:Notes: Notes:

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Activity: Instant Coaching

Enter the virtual classroom to attend the session on instant coaching. When the class is over, use the page below to describe the instant coaching technique.

Remember to save your workbook when you have completed your answer.

2 hours

Describe…


the course title.


se 2_Module 9_Instant Coaching


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Activity: The 4Mat TechniqueThis 4Mat illustration is missing some information. Fill in the blanks by typing your answers in the text boxes, and suggest a 4Mat coaching question for each stage of the process in the speech bubbles. Then, click Submitbefore you check your answers.

Remember to save your workbook when you have completed your answers.

10 minutes

Which 4Mat key terms are missing? Type your answers in the boxes and click Submit.

Click to reveal correct answers

Submit

WHY• Big picture•

WHAT•

• Understanding of the concept

• Action to be taken

•

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Activity: The 4Mat TechniqueThis 4Mat illustration is missing some information. Fill in the blanks by typing your answers in the text boxes, and suggest a 4Mat coaching question for each stage of the process in the speech bubbles. Then, click Submitbefore you check your answers.

Remember to save your workbook when you have completed your answers.

10 minutes

WHY• Big picture•

WHAT•

• Understanding of the concept

• Action to be taken

•

Why behavior is important

Definition

HOW

Benefits and/or consequences

• Why is this behavior important?• How is it important to you?• Why is it important to the

client/customer/team/site?

• What is the definition of the behavior?• Can you give me an example of the

behavior?• What is the process for completing this

action?

• What action can you take to change the behavior?

• What can you do that will help you behave differently?

• How will you be impacted when you change this behavior?

• What metric will be impacted when you change this behavior?

WHAT IF

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What is Action Planning? What is the purpose of Action Planning?


List three challenges you might encounter when Action Planning.When can Action Planning be used effectively?

2 hoursActivity: Action Planning


the course title.


se 2_Module 10_Instant CoachingClick to enter

Sitel University.

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2020

Activity: SMART Action Planning

Identify each of the terms in the SMART Action Planning acronym. What does each letter stand for? Type your answer next to the corresponding letter, and then provide a brief explanation of each strategy in the boxes provided.

Remember to save your workbook once you’ve completed your answer.

S

M

A

R

10 minutes

T

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21

Judge and Jury: Action Plans

Take a look at these two Action Plans, and decide if the Action Plan is effective or ineffective.


RE: Poor NPS ScoresAction Plan

Timescale: 4-6 weeks

• Review a selection of calls from team agents over the next week. • Schedule 121 coaching sessions with all team agents within the

next 2 weeks.• Agree individualized targets with each agent.• Buddy up all team agents, matching a strong NPS performer with

an agent whose NPS scores are generally low. During team meetings, allow 5 minutes for ‘buddy time’ Q&A.

• Establish clear NPS-related incentives.

This is a strong Action Plan. It includes a realistic time frame to

make changes, and is firmly rooted in changing agent habits through

incentives and solid team support.

Check Your Judgment


10 minutes

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22

Judge and Jury: Action Plans

Take a look at these two Action Plans, and decide if the Action Plan is effective or ineffective.


RE: Poor NPS ScoresAction Plan

Timescale: 4-6 weeks

• Review a selection of calls from team agents over the next week. • Schedule 121 coaching sessions with all team agents within the

next 2 weeks.• Agree individualized targets with each agent.• Buddy up all team agents, matching a strong NPS performer with

an agent whose NPS scores are generally low. During team meetings, allow 5 minutes for ‘buddy time’ Q&A.

• Establish clear NPS-related incentives.

This Action Plan sets an unrealistic timescale for change. It’s based on making agents feel criticized and

embarrassed about under-performing, and doesn’t include any

steps for Coaching change.

Check Your Judgment


10 minutes

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232323

How can the Outlook Calendar be leveraged to aid daily planning?

Explain the functionality offered by Outlook for Mail Management.

What options exist for Outlook Task Assignment?Outline a strategy for Mailbox ordering.

3 hoursActivity: Outlook Inside



the course title.


se 2_Module 11_Outlook

InsideClick to access the

Outlook Inside Course.

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2424

Activity: Assertive Communication

Watch this video, and answer these questions in the space provided. Then, take some time to reflect on your own communication patterns – how could you be more assertive? Make notes in the space provided above.

90 minutes

What is assertiveness?How can you recognize a professional communicator?

How can aggressive behavior be modeled into assertiveness?

How can passive behavior be modeled into assertiveness?

What are my communications patterns?


the course title.


se 2_Module 12_Assertive

Communication


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Activity: Agent SKEP 4 hours

Time for your Agent SKEP On Site Classroom Training!

Agenda:• The SKEP Acronym• Setting Expectations• Preparation and Execution• SKEP Lite


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262626

Activity: Agent SKEP

Now that you’ve had your SKEP session, answer these questions. Then, save your workbook.

What does SKEP stand for?

30 minutes

Why is it important to set clear expectations?

What is SKEP Lite?

What tools are needed to deliver an effective SKEP session?

What skills are needed to deliver an effective SKEP session?

Research Question My Answers

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Excel Basics

27

Leader2Leader: Phase 2

Well done! You’ve made it through the end of Phase 2, Expansion!With your Leader, check that you have completed all the activities for the last week.Check each box and save your workbook.

CMS Reporting

Kronos Reporting

Account Pricing

Client KPIs

Root Cause Analysis

Instant Coaching and 4MAT

Action Planning

Outlook Inside

Assertive Communication

Agent SKEP


