Some pretty impressive benefits of coaching!
Who wouldn’t want to keep these kinds of good vibes going? That’s why certification of a Master Coach within your ranks is crucial for sustaining your results and to keep the e2G coaching momentum alive and thriving.
As the guardian of e2G techniques and methodologies, your Master Coach is your resident expert coach and coaching strategist!
Full-time role for graduated leader(s) of Coaching Fundamentals
Your internal Master Coach, with their dedicated e2G Master Coach, collaborate to design a personalized plan for continued development. Under this close mentorship, your Master Coach refines their coaching and strategic thinking through a variety of hands-on activities specifically aimed at sustaining gains to support business goals.
Certification will include observed application of skills in activities such as:
Coaching Fundamentals reshaped our understanding of “coaching”. Implementing these concepts and methodologies, our leaders across Canada and throughout our global centres, quite simply transformed our culture.
Consequently, we enhanced our consistency in prioritizing both customer and employee needs, fostering a more customer-centric and employee-centric environment.
Wanting to break away from the lackluster service the Telcom industry was known for, TELUS set their sights on being a market leader by excelling in all KPIs, starting with Customer Satisfaction.
Unify definition of exceptional CX and skills needed to execute consistently.
Build tailored content that support TELUS’ vision of Best in Class CX. Specifically, target the main groups at the heart of this movement and design curriculums that
Improvement in CSAT
Improvement in Repeat Calls
Improvement in ESAT
TELUS’ clear multi-pronged strategy galvanized their teams worldwide, inspiring them to adopt a decidedly customer-centric mindset and collectively shift their culture.
With a global cohort exceeding 1000 graduates in Coaching Fundamentals, among them 25 Certified Master Coaches, TELUS naturally succeeded in moving to the front of the pack.
TELUS’ laser-focus on the customer experience earned them industry-leading KPIs, including the lowest customer churn and lowest customer complaints in the telecommunications space several years running!
This program was rigorous and has made me a better coach in such a short time. I have a newfound confidence and see myself now as an expert in coaching.
The weekly coaching, support and strategic guidance given to me by my e2G Master Coach mentor have empowered me to make significant impacts to the business.
Striving for autonomy, BMO InvestorLine sought a sustainment strategy to safeguard and build upon the gains derived from the e2G system.
Certification would give them the flexibility needed to onboard new leaders while nurturing ongoing leadership and skill development throughout the organization.
In collaboration with BMO InvestorLine, select the Master Coach candidate based on their demonstrated proficiency during their Coaching Fundamentals series as well as their overall effectiveness in their current role.
Then, through a combination of intensive teaching, shadowing, coaching, and mentoring, enable the Master Coach to confidently
Over target in NPS
Over target in Sales
Leaders at NPS x Sales targets
BMO InvestorLine boasts 2 Certified Master Coaches who’ve been at the center of the organization’s sustainment strategy. They continue to be the catalyst to accelerate team member and manager performance improvements quarter-over-quarter.
In a recent review of a manager team, with the expert strategy and active coaching of a Master Coach, 100% of the leaders successfully reached their Meets-both-NPS-andSales target. What an impressive leap from just 27% attainment less than three quarters ago!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
If you answered Yes to at least 1 of the above, we have a solution for you!
Connect with us anytime to ask questions, share what’s on your mind, or discuss how we can help. We value your input and are eager to assist. Whether it’s inquiries, ideas, or challenges, we’re here to listen and collaborate with you towards solutions. We can’t wait to hear from you!
