Josh Ballantyne is the Insurance Manager at Kiwibank. He’s spent 13 years in the financial industry - working with some of New Zealand’s largest insurers and companies - and has created huge performance transformations in multiple sales campaigns he’s been responsible for.

He’s got great tips on how you can achieve the same.

Top 3 Tips:

1. Put yourself in a positive mindset - you can lift performance (11:26).

2. Identify what behaviours distinguish your high performers from your average performers. Train all agents to use them on every call (12:12).

3. Praise agents every time you observe them using these high performance behaviours (12:55).

You'll Learn:

• The key advantage you have in your contact centres - over any other channel - when it comes to lifting performance (04:37).

• How many behaviours distinguish your high performers from everyone else. The number will surprise you (07:05).

• The surprising transformations in Josh’s agents, which happened at the same time they lifted performance (09:05).

• How much more praise than correction Team Leaders need to give agents, so agents reach their potential (13:11).

 

Get the full show notes here: https://bravatrak.com/josh-ballantyne-podcast 

Connect with Josh on LinkedIn here: https://www.linkedin.com/in/joshballantyne/

Get your free copy of Game On here: https://bravatrak.com/game-on-book