4. Rajib Chowdhury
Certified COPC registered coordinator with over 19 years of experience
spanning hospitality, travel, telecom and BPO. Has held senior leadership
positions in organizations such as Hutchison Global Services, Virgin
Mobile, Reliance and Convergys. He has been directly responsible for
designing, developing and implementing Managerial Excellence
Programs, Performance Management Systems, Customer Experience
Frameworks, Attrition Management Programs in the organizations he has
worked with. A travel buff, loves to take driving vacations and is an
amateur photographer too.
Bhaskar Bhattacharya
A non executive director on the board, he is a human resource
development specialist with over 20 years experience of Managing
Learning and Organizational Development across multiple countries;
functions and in diverse industries such as Telecom; Retail; Office
Automation; ITES; Media; Research & Consulting. Certified; Accredited
and Licensed to use major Leadership & Organisation Development HR
tools viz. MBTI; DISC; Trimetrix; Belbin; 16PF; Executive Coaching; EQ;
NLP; FIRO-B; HR Chally; TLT. Certified facilitator for
'Influencer", "Crucial Conversations", 'Crucial Confrontations" & Situation
Leadership I & II. A complete foodie!
5. Sushma Sharma
A non executive director on our board, she is an icon in herself. She is the
CEO of resonate consulting, NTL board member, executive coach, she
works with organizations and she loves working with leadership issues and
developing teams towards creating joyful organizations. She loves poetry
and writes too!
Bhairavi Soni
A certified coaching and OD facilitator, she heads up our facilitation delivery
team. She has over 10 years of experience spanning BPO and learning &
development. She's facilitated leadership programs with a varied range of
industries like SBI life, Bharti AXA, ONGC, IOC, Shoppers Stop
Ltd, crosswords, ABN Amro, Novartis etc. She’s the brand baby of our
team!
6. Meenakshi Jamwal
A CPBA certified coach in DISC comes with a experience in transactional
quality management , and operations of 12 years of experience. She believes in
turning each problem into an opportunity. Presently she’s trying her level
best to break in a Royal Enfield 500cc bike!
Sonal Bandiwadekar
The admin and projects support of our team, she comes with over 9
years of experience spanning hospitality and BPO. The life and soul
of the office, she loves skydiving!
8. Passion & Commitment.......
....everything that we do....is personal
Trust & Respect.....
....is earned and we treasure it...
Simple & Add value
....in a complex world...simplicity of purpose works....
12. To consistently partner our
clients & contribute
positively into their
profitability by improving
efficiencies, customer
experience and ensuring
lower cost of service through
our solutions...
14. Innovative product ...
Simple yet incredibly
relevant... and.. Lots of
fun.. Game changer... We
are giving you our
intellectual property...
Human element in operational
excellence.... Appreciative enquiry
process...
16. Cafe style speed
training!
Employee
development...
Taking development to the
grassroots.
17. What is cafe style speed training?
• First of its kind experiential learning program
• Focused on frontline and frontline supervisor skill and
competency development.
• Applicable to any customer facing industry
• Bite-size chunks of experiential learning - not a single module
extends beyond 20 mins
• Flexible facilitation – formal or informal
• Conducted anywhere!
18. The customer lifecycle... The employee lifecycle...
Finding Signing Getting you Keeping you Corporate Managing Retaining
you! you up! on board! happy! Values Diversity Talent
Under
Cafe Las Vegas The Manhattan Old Coffee
development: Cafe de Paris
(Telemarketing) Coffee shop house Old Tibetan Windows of Managing
The Welcome (Customer
(Collections (Art of Tea Hut the world Retention
Call! services - level 1)
training) negotiation)
Old Coffee house Under
(Art of negotiation) development:
Building
relationships!
Customisation : specific to client, industry and regional languages
Real time facilitation Cloud based Content
boot camps : performance management and Concierge services
customised and open management and continuous (planned)
form reporting improvement
19. Café Las Vegas… what's in the program…
Tips & Joker Objection Sales Language Information
Professionals Personal Impact Negotiating
Cards Handling Tool Box Gathering
• Why ‘O’ Why?
• Pace Maker -
• Tips For Being Rapport
An Effective Building
Sales • What's In It For • Get Into The • Open And
• Tips For • Ahh, But The
Negotiator Me Rhythm – • The Explorer Closed
Handling
• Tips For • The' Yes But' Rapport • First Questions Good News is...
Objections
Opening A Flip Building Impressions • Quality V • IF...
• Tips For B2B Sales C all
Telemarketing • The 'Yes But' • The Count Quantity • I Will If You Will
• Tips For Closing Double Flip Watermelon • Funnel Vision
A Sale • The Moderator
• Voice Feedback • Instant Replay
• ‘But' Power...
20. Implementation approach…
Study Design Develop Deliver
• Programme
• Creation of ideal Design – 12 • Align Café Style • Boot camp
supervisor month View modules to high • Action Planning
profile • Communication impact areas • Implementation
• Identification of Plan • Customize & Support
KSAs for Ideal • Measure of modules if • Performance
supervisor success necessary Management
profile • Action Planning • Programme • Continuous
• Gap Analysis formats schedule improvement
• Governance • MIS design formalization • Reporting &
Model • Consequence • Cloud set-up Analytics
management
21. Study approach…
Measure Of Defining the “Have”
Success The KPIs to be to be measured & targets to be
achieved
Key Questions
• Customer interaction
Evaluate the “Do” Level
processes
•The coaching & The processes, knowledge , skill and
feedback process behaviours that exist on the floor
• SWOT analysis on skills
and behaviours
Key Questions
• What is the level of understanding about Assess the “Be” level
the organisation
Mission, Values, Goals, Statement Of
The core intrinsic belief system that
Direction? exists on the floor
• What is the level of belief in the
organisation goals and self contribution
to the same?
• What is the level of confidence in the
floor management team?
The Value Creation Process
22. Café style speed training workflow..
One 2 one coaching
intervention
Continuous
improvement
Individual, group and
enterprise level
Performance Reporting and analytics
management reporting
SMART action
plans Monitor and Content development and
control management
Implementation with
teams
Certified coaches and OD professionals
23. Facilitation workshops...
• Open workshops / road-show
• Tailored programmes
• Café Style Concierge service /
relationship manager planned in
the future)
25. Additional customisation in the workshop
framework...
• Integrate organization values, behaviours & brand principles in
the facilitation framework
• Importance of compliance
• Focus on margins
• Lower cost of service
26. Action planning and implementation... SMART action
plans
Action planning at the end of the boot camp
Action plan specific to individual team member as well as overall team
performance
Variance management approach
Action plan are set monthly and quarterly
Uploaded on the cloud, reporting manager has the option to sign off.
27. Action planning and implementation... SMART action
plans
Supervisor action plan
KPI / Action KPI Performance Month 1 Month 2 Month 3
Actual Desired Targets
KPI 1
KPI 2 Exit with Desired
KPI 3
Program Name
Module Name Lesson Name Lesson Name Lesson Name
Lesson Name Lesson Name Lesson Name
Lesson Name Lesson Name Lesson Name
Only the lessons
Frontline associate action plan selected by the
supervisor in his
KPI / Action KPI Performance Month 1 Month 2
action plan can be Month 3
Actual Desired assigned to the
Targets
frontline associate
KPI 1
KPI 2 Exit with Desired
KPI 3
Program Name
Module Name Lesson Name Lesson Name Lesson Name
Lesson Name Lesson Name Lesson Name
Lesson Name Lesson Name Lesson Name
28. Action planning and
implementation...
Real time support to implement one module for every team leader
Relationship manager support for any ongoing assistance
Assistance to modify action plan, if required, post implementation
Post implementation one n one conversation with each team leader to
assess challenges and provide support
Sample audit of transaction to assess implementation
29. Performance Performance
management
management...
Stack ranking based on performance against goals set - based on
balance scorecard approach, weight-ages to be defined by the
organization
RAG status option based on achievement to goal
Early warning signals to both team leader as well as supervisor in case of
negative trend
30. Continuous
improvement...
One on one coaching support for red cases
Group coaching for amber cases
Group session with green cases to assess wins and best practices
Variance management on an ongoing basis
Content management and improvement in case of customisation
31. Reporting and
Reporting and analytics... analytics
Individual team leader wise reporting
Group level / campaign level reporting
Skill-set level reporting
Enterprise reporting on emerging trends based on actual performance
Customisation as required at the outset
32. Reporting and analytics...
Demographic Reporting Hierarchy KCRP Development Plan
Industry
Customer
Reviewing Manager Experience
Organization
Reporting Manager Efficiency Program
Location
Team
Department Effectiveness Module
Leader/Supervisor
Skillset Team Coach /
People Lesson Plan
Sr.Associate
Sub-Skillset - 1
Associate / Advisor
Commercial
Sub-Skillset - 2
COPC Standard KCRP (KPIs)
pre-added + Options for client
specific KPIs available
33. The entire program, starting
from boot camp right till
continuous improvement
support lasts 12 months
34. The business case for cafe style speed
training...
Zero shrinkage for your frontline staff
Frontline supervisor up-skilled to sustain continuous training, impact of attrition
reduced
Different strokes for different people - individual focused
Improved engagement at team leader - advisor level - Coaching mode vs.
prescriptive mode
Partnership approach - Continuous TL development program
Cloud based performance management system – low cost of operation
35. The business case for cafe style
speed training...
How much does each program
cost?
• Based on extent of relationship
• SDP Platinum
• SDP Gold
• SDP Silver
• Open Forums
