Your Q2 time (see 'The Seven Habits of Highly Effective People' - Stephen Covey) multiplies and you can start to use your own creative skills in bigger framework.

To grow and develop your business or organisation. Safe in knowledge that you have great people around you and they are realising their own potential too.

An exercise to consider!

1. Make a list of those things you currently do, yet someone else could do.

2. Decide to give up 20% of your role to others within your organisation within a defined timescale (1 – 3 months). 50% within a year. Value your time for what your strengths can uniquely provide.

3. Check out your own, personal ‘nice-to-do’s’ rather than ‘need-to-do’s’. I.e. is it something you are choosing to do because you like doing it ahead of it being important enough?

4. Review how extra time can be best used to deliver more challenging parts of your role – especially regarding future goals and visions.

5. Spot check that you are also enabling others to develop and remember that they may well require clarity and coaching in new activities to start with.

So it's time to step up.

Removing changes which happened anyway for whole Campaign, final difference for effect of workshop on training group was one month +12.80% two months +16.24% three months +16.95%

Over three months workshop produced a 16.95% increase in sales conversion rates.

Then workshop was repeated for another 6 CRMs and after only one month change (minus Campaign change) was 16.30% improvement in sales conversion rates.

Getting CRMs from different teams means change is not due to one Team Leader for some reason bringing about a special improvement. Comparing test group with whole Campaign means they're not undergoing an improvement which is happening anyway, as full Campaign serves as a control group for test group.

This makes measurement a no-brainer.

Interestingly when I told one of CRMs his sales had gone up 45% over three months he said "Oh I didn't realise". So even those who benefit from change are not necessarily best judge of value of that change, Luckily with mechanisms in place to keep track we can make an informed objective judgment.

That was just one example but since all modern Call Centres have equipment in place to do same, it's a waste of resources if they're not doing some research like this at this very moment. Maybe giving a group of CRMs an apple a day would result in increased sales. Maybe giving them an extra 10 min break would do that too. Maybe oranges would be better. Who knows?

The key is to try something and then measure it.

Jon Lonergan NLP Consulting Ph 02 9867 2445 Mob 0401 856 057