As their certified coach and mediator I accompany leaders and managers to a wide range of events for business coaching on the job.
The occasions may vary: quite often it is to prepare the manager for new tasks, actual leadership tasks, assistance in the decision-making process, team communication and conflict management, coping with stressful situations, or even an entire re-orientation.
My definition of coaching is to support and accompany the individual process for people who reflect on their career situation and strive to improve their status quo. My job is assisting at finding his or her answer to cut one’s own path.
For over 15 years, we have successfully supported notable clients with mystery calls as their communication specialists. Depending on the individual request and demand, we provide tele coaching immediately after the test call to train staff directly ‘on the job’. Thus, sustainable optimisation of the service quality or process improvement can be achieved.
Clients who use mystery calls as a tool, gain valuable information about the quality of the services they provide over the phone. Mystery calls can be placed in various divisions, whereupon the target may vary. The evaluation of our caller is based on precisely defined objectives that are developed together with our clients.