Vanessa Varela Escobar is the Operations Trainer at Sykes Holiday Cottages. She has more than 12 years’ experience in the contact centre industry, and has worked as an agent, Team Leader and Contact Centre Trainer.

As a Trainer, she was heavily involved in helping the New Zealand Automobile Association contact centres win the Member Support Services category, at the 2017 CCINZ (Contact Centre Institute of New Zealand - now CCNNZ) CRM Awards. And then in 2018 helped the Association win the Supreme Gold award for contact centers over 50 seats.

She shares her tips on how the Automobile Association went about winning these awards, so your centres’ can do the same.

Top 3 Tips:

1. As a Contact Centre Manager, be clear about what award you’re trying to win, and ensure your Trainers share this vision. Then it will be very easy to lead you contact centre through the journey (15:34).

2. Get pre-audits from the people who will be judging the awards. They’ll help guide you in the behaviours they’re looking for in your agents (16:37).

3. Have your Trainers block out time in their calendars, to be out on the floor giving coaching or doing side-by-sides, to coach agents to use the behaviours the judges are looking for (17:04).

You'll Learn:

• The ABC model which is critical to motivating your agents to use the behaviours needed to win (05:48).

• The 2 things Vanessa credits for helping maintain momentum in her centres, leading to back-to-back awards wins in 2017 and 2018 (10:19).

 

See the full show notes here: https://bravatrak.com/vanessa-varela-escobar-podcast 

Connect with Vanessa here: https://www.linkedin.com/in/vanessa-varela-escobar-169386167/

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