Is It Time You Introduced a Self-Development Programme? Related Articles Ideas to Improve Customer Self-Service 4 Creative Ways to Improve Your Customer Service QA Programme The Do's and Don’ts of Digital Self-Service 20 Smart Ideas to Improve Your Voice of the Customer Programme © canbedone - Shutterstock - 1457494580 112 Filed under - Call Centre Management, Employee Engagement, Well Being Want to help your teams develop more than just their call-handling skills? Introducing a self-development programme could be the answer. What Is a Self-Development Programme? A self-development programme focuses on cultivating individual self-growth and improving employee mindset. It moves away from a strict focus on sales and contact centre work itself, placing employee welfare at the heart of development. A Self-Development Programme in Action Sophie Dorrell, Business Change Manager at Interact CC, and ‘Change Maker’ Award Winner at the UK National Contact Centre Awards 2022, explains their self-development programme. How the Programme Works Before our employees go on the course, they enter a 6-week pre-course where our dedicated development team provide one-to-one self-growth sessions. This helps them to identify areas for improvement and subsequently create a bespoke approach to prepare each individual for the main course. The course itself then covers topics including Self-Growth and Communication before moving on to Leadership and Success. At the end of the course, the “class” create a project that they feel will benefit the business, which is then presented to the senior leadership team. Subsequently, they become the project team that implements that change – with the help of the wider team. The Benefits of Our Self-Development Programme The growth of these employees is the best advertising we have for the programme. 85% of the employees that have gone through the programme have either been promoted or moved into a support role that has suited them better, and already the differences are being felt. If you are looking for some more information on staff wellbeing and engagement, read these articles next: 5 Ways to Tackle the Sunday Scaries in Your Contact CentreA Guide to Improving Mental Health in the Contact Centre10 Top Tips for Increasing Staff Engagement With Wellness Initiatives Author: Robyn Coppell Published On: 10th Mar 2023 Read more about - Call Centre Management, Employee Engagement, Well Being Recommended Articles Ideas to Improve Customer Self-Service 4 Creative Ways to Improve Your Customer Service QA Programme The Do's and Don’ts of Digital Self-Service 20 Smart Ideas to Improve Your Voice of the Customer Programme Related Reports White Paper: Five Secrets of Top Performing Contact Centres eBook: Measure What Matters - Employee Satisfaction White Paper: How Contact Centres Can Become Employers of Choice eBook: Hit Business Goals, Engage Agents, and Delight Customers Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter