Good Habits Limited

Transforming Engagement  :  Coaching for performance

Facebook square black small Twitter square black small

Blank Page

Double click to insert body text here...

Degeneration -  The longer someone works here, the worse their performance becomes


Polarisation    -  The gap between good and poor performers exceeds the 50% benchmark


Reversal           -  On average, the longer agents talk, the poorer their results become (Csat, sales, retentions etc.)


Overtalk*          -  The difference in average call length is over 100% and increases with tenure


Cosy                   -  Staff on full time packages produce far less than staff on part time


Fixation             -  Managers spend the majority of their time where they make the least difference

Identify and remove these illnesses and double digit improvements in performance are often achievable

Click on the illness to view a chart of what they look like in practice