By Rob O'Malley, CallCentrePeople.com
Over recent years, I have been lucky enough to have reviewed over 100 call centres whether as a consultant or judge in call centre related awards. Time after time, I am assured by top management that the company has a 'coaching culture' and that the number one priority of its team leaders is to coach. However, I can count on one hand the number of centres where this is a reality. It comes as no surprise that these are the centres with the lowest attrition, the most motivated staff and the best at achieving the demands of their customers.