COACHING for EXCELLENCEBy Marie Claire Kerr

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1-2-1 Coaching Sessions

MIND SET

1-2-1 Coaching Sessions

“The sessions were tailored to my learning

style and by setting realistic goals my calls

improved. I am warmer, more

caring and open even in HMB

calls”.

Coaching in Groups

ASSUMPTIONS

PerceptionsEXPECTATIONS

REALITYdecisions

intentions

CommunicationUnderstanding others

“Team briefs were always

inspirational, after them, I always cannot wait to get back on the phone

to try out some of the ideas that have been suggested”

Elaine Ritchie Start:

Team Coach: Marie Claire Shift:

Campaigns

Ratio KPI's Previous JULY AUGUST SEPTEMBER Overall

HMB 4.56 3.67 3.96 3.82

NewResponders 19.29 3.76 5.00 4.38

Conversions 10.25 15.20 8.50 11.85

Reactivations 11

Upgrades

Overall 9.32 7.54 5.82 6.68

“Keeping a positive mind-set and not taking scores of my “Nos” is

working for me. I feel more relaxed and

successful and my conversations flow

better”.

1-2-1 Coaching Sessions

Ratio target 9.8 or lower

Liz Bishop Start:

Team Coach: Marie Claire Kerr Shift: 18.75 Hrs

Campaigns

Ratio KPI's Previous OCT NOV DEC Overall

HMB 4.67 3.48 5.86 3.53 4.29

NewResponders 14.45 17.18 10.25 9.08 12.17

Conversions 9.00 11.50 9.00 2.00 7.50

Reactivations 4.59 2.67 6.67 4.67

Upgrades 2.97 3.00 5.00 2.75 3.58

Overall 7.82 8.79 6.56 4.81 6.72

1-2-1 Coaching Sessions“Coaching sessions

have shown me different ways how to

manage my performance, my

conversations with donors

are a lot better and I am achieving

more in depth ones”.

Ratio target 9.8 or lower

I am more motivated now

and I have realized the

reason I am here which is of the importance

as a fundraiser”

1-2-1 Coaching SessionsRatio target 9.8 or lower

1-2-1 Coaching SessionsTaryn Martin Start:

Team Coach: Marie Claire Shift:

Campaigns

Ratio KPI's Previous JULY AUGUST SEPT Overall

HMB (4:1) 8.22 6.58 9.46 9.23 8.42

Wrap Up / Not Ready

KPI Previous JULY AUGUST SEPT Overall

Wrap Up (11%) 16.96% 23.19% 14.20% 14.55% 17.31%

Not Ready (2.5%) 2.07% 1.52% 2.08% 2.84% 2.15%

Overall (13.5%) 19.03% 24.71% 16.28% 17.39% 19.46%

Call management A/M C/BJULY 48.68% 49.09% JULY 20.36% 20.75%

AGUST 50.73% 49.74% AGUST 22.92% 24.83%

SEPT 43.12% 37.39% SEPT 22.07% 29.53%

Team KPIRatio target 9.8 or lower

Team KPIWrap Up time target 11.5 or lower

CALL LISTENING PROJECT• New Monitoring Form• New Process• New Results

Overall Score

1st Call Listening - Feedback Session

Name: Laura Dykes Call date & Time : 06/11/13, 10:19

Team coach: Marie Claire Kerr Telephone: 1922478105

Date: 08/11/2013 Feedback date:

For an accurate score, always mark all criteria with an "x", including those that are not applicable.

Dev

elop

ing

Impr

ovin

g

Ach

ievi

ng

Exc

eedi

ng

Not

app

licab

le

x

xx

xxx

xxx

n/a

x

xx

x

x

Comments: (For a new paragraph, press ALT+RETURN)

GR

EAT

CO

NVE

RS

ATI

ON

S

Sounding Genuine, Natural

Skill

s

Note

s

Listening / Questioning / Created Rapport

Positive Language

Pace / Tone / Manner / Sounding Confident rised voice at the start of call, maybe not needed.

Empathy

Used Judgement

Dealing with excuses

Leaving Donor Sounding Valued

Ownership, Call Control

No Yes

MA

ND

ATO

RY

1st Ask, (2nd Ask if applicable)

Wrap up call x

Correct Information x

Spelling

Gift Aid asked

First name and address confirmed x

Email captured (If applicable)

Notes (added or deleted)x

PDD-DD-OOD information confirmed

98%

AICR HMB, Yes to box.Great call, Laura sounded very natural and the call had a good flow.At the start, the donor seems that didn't hear, and Laura raised her voice for a while.Maybe is an assumption that the customer was not hearing well, it could be the name of the charity not clear, or too quick.Laura agreed that it was an assumption and she would check in the future if donor can hear her clearly or not.The rest of the call was in a clear nice tone.

OVERALL SCORE

Call Listening Overall

Name: Laura Dykes Call 1: 98%

Team coach: 27-Nov-13 Call 2: 91%

Date: 11/12/133 Call 3: 100%

(no date) Call 4: #DIV/0!For an accurate score, always mark all criteria with an "x", including those that are not applicable.

Call

1

Call

2

Call

3

Call

4

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98% 100% 100% #DIV/0!

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100% 67% 100% #DIV/0!

(For a new paragraph, press ALT+RETURN) Comments: (For a new paragraph, press ALT+RETURN)

PDD-DD-OOD information confirmed

Wrap up call

1st Ask, (2nd Ask if applicable)

96%

08-Nov-13

Spelling Notes (added or deleted)

Email captured (I f applicable) First name and address confirmed

Gift Aid asked

Correct Information

MAN

DAT

OR

Y

Dealing with excuses

Ownership, Call Control

Leaving Donor Sounding Valued

GR

EA

T C

ON

VER

SAT

ION

S

Pace / Tone / Manner / Sounding Confident

Positive Language

Empathy

Used Judgement

Sounding Genuine, Natural

Listening / Questioning / Created Rapport

Skill

s

98%

91%

100%

0%

98%100% 100%

0%

100%

67%

100%

0%0%

20%

40%

60%

80%

100%

Call 1 Call 2 Call 3 Call 4

Track Improvement

OVERALL SCORE GREAT CONVERSATIONS MANDATORY

Monitoring Form

• Fundraiser nominates 1 call per week to be scored• Coach selects 1 call per week to be scored • Calls are listened by Fundraiser and Coach together• Calls are scored by Fundraiser• Coaching sessions following the listening session• Catch ups to track progress

New process:

• Fundraisers are in control of their own calls.• Continuous awareness in creating “Amazing & Memorable Calls”• Focusing on positive feedback creates positive outcomes• Amazing calls will help positive outcomes of Conversions and New

Responders campaigns

Results:

“I was able to hear

for myself

where I needed to improve”

After listening to a call I thought

was good I learned how to

improve it and now aim to achieve a 100%

with the next one”

“It is great to know what are we looking to

demonstrate in each call and make it happen”

“The new call listening is

more understandable making it more enjoyable

and it has helped my calls

greatly”

ERRORS REPORT PROJECT• Report Process Awareness • Errors Results

Creating awareness• Showed Fundraisers how reports are created.• Understanding of impacts in other departments• Identified and clarified errors causes.

Errors reduced results

Marie Claire’s team Other’s team

Results:• Fundraisers are in control by understanding the report process.• Continuous awareness in doing the right thing• Focusing on positive feedback creates positive outcomes• Developing our staff in being part of the process motivates them and

creates co-operative atmosphere.

Seeing how the system worked

has been a great

insight, knowing how

much time and effort goes into this, has helped us improve as a

team”

“It made me focus on my campaigns to endeavour to complete every mandatory to eliminate

errors”

“You can rectify errors a lot sooner

so you don’t keep

making the same

mistakes”

COACHING THE MENTOR• Mentoring New Fundraisers• Motivational Chats (WIP)

Mentoring new FundraisersBryan O’Rourke (Consistent Successful Fundraiser)mentoring Claire McKenna (New Fundraiser Aug 13)One hour session per week.

INVESTMENT: One to two “Bryan’s hours” per week.In return of additional successful and motivated fundraisers

“The mentoring may take 1 hour off the phone, but makes a

huge difference in the long run”

Target 4.0 or lower

Motivational ChatsMoya Soloman (Consistent successful fundraiser) sharing tips and hints and why she loves her job so muchIn 1-2-1 chats

1st Chat: Rachael Nicoll on 7th Dec for 30 minutes.

Conversation about: Confidence, dealing with “Nos”

INVESTMENT: One to two “Moya’s hours” per week.In return of additional successful and motivated fundraisers

Motivation level Before chat: 7/10After chat: 10/10+

HMB ratio Before chat : 17.25 After chat : 12.40

FEEDBACK PROJECT• Monthly survey• Coaching Feedback form

Monthly survey:

“I find my call quality is better and my quantity of boxes has

gone up, coaching has benefitted me greatly at work and outside work.”.

Feel Supported by

coach

6 months survey:“I feel I am a

more positive

and stronger person for the

company”.

“I felt valued and important, therefore I have better conversations

with donors, feeling positive and confident”

6 months survey:“Lots of coaching I

‘ve had before seemed to be

based on where I was going wrong.

Positive coaching was excellent for me”.

“I left each session motivated with clear

set goals which I have achieved, and in

addition, has given me a well needed confidence

boost”.“Team briefs

were fun, they made me “think

outside the box”.

CONCLUSIONS

Coaching for Excellence:Time spent in people:

• Increase Confidence Levels

• Reduce Call Logging Errors

• Increase Call Quality

• Reduce Overall Ratios & Wrap up times

• Maintain Retention of Staff

• Developing High Skilled Fundraisers