During the council’s stock divestment programme I used the Dancing Lion Consultancy to facilitate workshops for the Housing Services Contact Centre Management Team.
The team struggled to move forward with the prospect of transferring to another organisation and receiving a poor out come after a job evaluation process. Motivation was low and professional relationships within the team were strained. After a series of workshops around behaviours and attitudes the team began to take ownership of their own destiny. The team realised change was a positive way forward for the organisation.
The skills and change in attitudes and behaviours were evident. The teams they managed became motivated and the challenge of taking change forward became exciting for them.
I am proud to say individuals moved on to new organisations where they took with them the ethos from the workshops. They are all performing well and some have escalated to more senior roles.
In my recent role as Revenues and Benefits Contact Centre Manager I used the consultancy to deliver a series of workshops on Contact Centre Management. The requirements were different as the group of people learning were well motivated but lacking some fundamental skills around Managing in a Contact Centre environment.
These workshops looked at motivational techniques, understanding behaviours and what breeds behaviour. It also looked at key metrics and how to deliver performance issues to under performers. Call handling and monitoring calls was also featured.
As a result the Team Managers involved have created a working environment where people are happy to come to work and the focus is on feed back not failure. Performance in general has improved. I have seen manager handle difficult situations that have resulted in positive outcomes.
On both these projects I worked with Steve Shellabear. Steve demonstrates a personal commitment to each of the projects achieving measurable improvements.
dancing lion’s experience working across all industry sectors facilitates a “think outside the box” approach to the most challenging situations.”
Contact Centre Manager
Revenues and Benefits Unit
Corporate Services Department
Major Local Authority