Skip to main content
8 steps 12 months capability uplift

HOW IT WORKS – 8 STEPS, 12 MONTHS

1. Review

  • Listen to 20 calls with a one-page insights report.
  • 3 x 1-hour focus groups with leadership and front-line staff with an insight report
    providing feedback and opportunities.

2. Present & Workshop

  • With exec’s, leadership and stakeholders, eMatrix presents back insight, observation,
    strengths and opportunities with a recommended plan.

3. Coach the Coach

  • With two key activities, the coaching round table and call calibrations which uplift
    leader capability to drive better coaching conversations.
  • The fortnightly frequency with activities per fortnight from months 2-6 meaning 5 x 2-hour
  • coaching round tables and 5 x 2-hour call calibrations.
    *Up to 10 team leaders.

4. Communication Upskill for Leaders

  • 14 x 1-hour communication uplift sessions facilitated virtually by eMatrix ensure
    leaders understand and can coach to the mechanics of a customer conversation.
  • Upskill leaders a minimum of 2-4 weeks prior to front-line sessions in step 6.
    *Sessions capped at a maximum of 15 participants – can provide additional sessions if
    the leadership workforce is larger.

5. Call Quality Alignment

  • Review call quality framework and process versus best practice and contrast assessed
    calls from step 1 review. Workshop with key stakeholders around strengths, gaps and
    recommendations.

6. Communication Upskill for Front Line

  • 14 x 1-hour communication uplift sessions facilitated virtually by eMatrix, which ensure
    leaders understand and can coach to the mechanics of a customer conversation. *Sessions capped at 15 participants – can provide additional sessions if the workforce is larger.

7. Review Induction & Onboarding Program

  • Review induction & onboarding program and content versus best practice.
  • Workshop with key stakeholders around strengths, gaps and recommendations to
    increase effectiveness and speed to competency.

8. Sustainability Roadmap

  • Unique based on each client’s needs is discovered throughout the program. For
    For example, eMatrix often collaborates with a client to create a 12-24 month roadmap
    to sustain and uplift.

DOWNLOAD OUR CAPABILITY UPLIFT PROGRAM  Click Here

OR SEND IN A REQUEST FOR A MINI EVALUATION TODAY!