The Bank of New Zealand’s Small Business team has built a culture of performance – focusing in on delivering on banking and lending needs to small businesses throughout New Zealand.
The Small Business unit had been through some structural change and designed a new role of “Sales Coach”, who is responsible for the day to day management and on-the-job coaching of Small Business Managers in the Auckland contact centre. This role required a clear shift and the establishment of a new coaching culture that was based on supporting and developing rather than “managing” centre staff.
BSI eLearning delivered the tailored “Coaching for Success” program over two weeks on-site in Auckland, with follow-up coaching sessions and telephone support. This developed a coaching culture with a consistent process and language that set the new team up for success.
The side-by-side observations, together with structured workshops were able to both introduce coaching methodology and ensure its ongoing use through providing direct and constructive feedback and support on the floor. The new team was successful in lifting contact centre performance and equipping business managers with the skills they needed to better serve BNZ customers.