Excell Agent Services
POSITIVE PERFORMANCE® Management Case Study
"We will continue to use POSITIVE PERFORMANCE® Management to recognize, coach, and develop our employees. It is and will continue to be used as a key component when selling our organization's strengths when working with prospective clients."
-Cherise Bennett
Director of Training and Employee Development
Company
- Arizona-based firm handles outsourced customer care, directory assistance, and operator service calls for companies in the U.S. and Canada.
- Recently ranked No. 82 on the Innovation 100: The Customer rankings, a comprehensive listing by InformationWeek magazine of the most innovative companies that have built profitable and successful customer relationships.
- Excell Global Services, Inc., the parent company, has multiple customer service and transaction-based call center locations worldwide.
Process
Founded in 1994, this young organization needed to establish a solid, well-structured process for coaching and developing employees, with an emphasis on recognition. Managers chose POSITIVE PERFORMANCE® Management as the process best suited to this need.
- Objectives were to provide consistency for employees, coaching tools for inexperienced supervisors, and a consistent process across the organization.
- Excell chose to integrate POSITIVE PERFORMANCE® Management through the services of an internal master trainer, certified to lead the process by Randy Pennington.
- The internal trainer has been active in facilitating sessions for new supervisors, following up to verify that classroom learning had transferred to the workplace, and being available as a consultant.
- In addition, new employee orientation introduces POSITIVE PERFORMANCE® Management, with a follow-up by the supervisor providing details of the process.
"Consistency has been recognized as valuable, and most managers -- not just HR personnel -- recognize using POSITIVE PERFORMANCE® Management will provide consistency," said Bennett.
Results
- Employee perception regarding fairness is the greatest change. Satisfaction-survey results initially improved by approximately 25% in this category and have not faltered since.
- Employee satisfaction results indicated employees trusted their supervisors to be fair.
- These results also indicated that employees felt they have a part in decision-making as it relates to their own work activities.
"Our managers have a positive framework to use when coaching their employees. This means they are spending more time actually working together to improve. As a result, we have experienced reduced turnover, better performance, and significant cost savings."
-Lori Ulichnie
Former Vice President of Human Resources
"The team and I absolutely believe in the PPM process. It keeps us focused on the performance and how creative we can be to improve that performance."
-Chris Barry
Center Director, Rockledge, FL
For additional information on POSITIVE PERFORMANCE Management, contact:
Pennington Performance Group
Randy Pennington, President
4004 Winter Park Lane
Addison, TX 75001
972-980-9857
randy@penningtongroup.com
