Module III: Coaching: Management and Leadership Team -2010 - Stream

This Module provides a feedback opportunity for Management to share their thoughts, experience and areas of focus to improve 2010 Coaching to Performance.

This Module will allow 'open feedback' sections to react or add information about Coaching for Performance. Use these questions to share any items you feel Vonage should include in 2010 improvements.
Name: 


A red asterisk (*) indicates required questions.

  1. How often do you conduct 1:1 Coaching Sessions, with call listening, with your Agents?*
    Once per week
    Two or Three times a week
    Once per month
    Twice per month
    I conduct coaching, without Call Listening


  1. How do you feel Coaching enhances the job performance of the Agents?*
    Clarify process: Increase call efficiencies
    Increase sales: Improved sales skills
    Learn new techniques: Develop new skills and technique
    Change techniques: Adapt behavior
    Increase quality and customer experience
    Efficiencies: Desktop tool clarity
    None of the above


  1. What topics are covered (discussed) during your 1:1 Coaching sessions (with or without call listening)?*
    Clarify process: Increase call efficiencies
    Increase sales: Improved sales skills
    Learn new techniques: Develop new skills and technique
    Change techniques: Adapt behavior
    Increase quality and customer experience
    Efficiencies: Desktop tool clarity
    None of the above


  1. What would you change about your Coaching sessions to improve the Agent's performance?*
    Increase frequency
    Decrease frequency
    More 'sales' coaching
    More performance 'score card' reviews
    More call listening during 1:1 sessions
    Less 'sales' coaching
    Less performance 'score card' reviews
    Less call listening during 1:1 sessions
    Nothing, current sessions are productive
    Increase training and practice for Coaches


  1. Do you chart the Agent's performance or capture discussions on a Coaching form?*
    Yes
    No


  1. Is the completed form used during the Coaching session?*
    Yes
    No


  1. How often do you Y-Cord with your Agents (also referred to as side-by-side)?
    Once per week
    Two or Three times per week
    Once per month
    Twice per month
    Seldom, less than once per month
    Never


  1. How do Agents receive News Flash?*
    Copy placed on desk
    Review in Huddle
    Email directly to inbox
    Posted on a bulletin board
    Supervisor huddle
    They do not receive News Flash


  1. Following a typical Supervisor Team Huddle, are the Agents able to apply (or implement) topics discussed effectively on a sales call?*
    81 - 100% of the time
    51 - 80% of the time
    0 - 50% of the time
    Rarely/Never


  1. If you answered 81 - 100% effective: What would you attribute (or how would you describe) why the Huddles are effective?*
    Short simple topics (a few minutes to review)
    I was prepared for the huddle
    Documents were precise
    Plenty of time for questions and answers
    All of the Above


  1. If you answered 80% or less effective: What would you attribute to why the Huddles are not effective?*
    Short too complex for a Huddle (need more time)
    I am not prepared
    Documents are less precise
    Not enough time for questions and answers
    All of the Above


  1. What topics do you feel would increase Agent performance during Up-training (time off-the-phones, in the classroom, one to three hours in length)?*
    Clarify process: Increase call efficiencies
    Increase sales: Improve sales skills or techniques
    Increase sales: Develop new skills or techniques
    Change techniques: Adapt behavior as offers change
    Increase quality: Customer experience
    Efficiencies: Desktop tool clairy
    None of the above


  1. What could you do to motivtate your Agents and improve their performance?*
    Team Building Activies (non monetary based)
    Team Building Activies (monetary based)
    Provide Individual monetary incentives
    Provide more 1:1 Coaching
    Provide more Y-Cording with Feedback
    As for feedback and ideas to improve performance
    Provide more floor support (nesting style)
    Meet with other teams to share ideas and techniques
    None of the Above


  1. What training or development topics would you like to see added to the 2010 schedule to increase skill and performance?*


  1. How often do you feel 1:1 Coaching with call listening is needed to improve the skills and performance of the Agents?
    Once per week
    Two or Three times per week
    Once per month
    Twice per month
    Not required


  1. How often are the 'AskVonageSales' news flash emails communicated to your staff (directly, on paper, in huddle, or Sup review)?
    Once per week
    Two or three times a week
    Once per month
    Twice per mmonth
    Seldom, less than once per month
    Never


  1. What prohibits your Coaching Sessions from being more effective (choose all that apply)?
    Time/frequency
    Scorecard information
    Prep time - call listening
    Prep time -skill/comfort/process


  1. Please use this space to provide feedback or requests to be considered in 2010. You may also use this space to provide examples or to further support the above questions.





Training
Vonage University
Holmdel, NJ