Case Study for: CaLLogix
Background:
This call center company was experiencing industry-standard high absenteeism and attrition.
Goal:
To include stress management as part of the company’s Wellness Initiative to teach employees how to reduce stress using effective tools and techniques.
Solution:
Conscious Success delivered stress reduction programs to two groups of Customer Service Representatives (CSRs) and a Leadership program to the company’s Supervisors. Each training was conducted in two sessions with one to two weeks in between to allow the CSRs and Supervisors to practice the skills and return to the second session with questions.
The Leadership program included an assessment of Emotional and Social Intelligence and a proposed coaching plan which the CEO will use to manage performance of her Supervisors over the next year. In 2012 the Emotional and Social Intelligence of the Supervisory team will be re-evaluated.
Results:
The company saved $380,000 in the first year of working with Conscious Success, saving $2,000 per employee. They reduced the frequency of new hire training programs from monthly down to one in the past eight months. Both CSRs and Supervisors noticed immediate stress relief as they used the techniques to halt negative thought patterns and calm their nervous system. The company noticed significant morale building results with their Wellness Initiative. In addition, CSRs were more likely to participate in the other Wellness offerings after attending the Conscious Success training and they were less combative with their Supervisors.
The company noticed the following results of the Wellness Initiative:
80% decrease in absenteeism
50% decrease in attrition
50% decrease in insurance premium increases
Significant reduction in call escalation to Supervisors
Program participants reported the following results:
17% decrease in stress level
37% increase in productivity
44% increase in focus
31% increase in how ‘in control’ you feel
44% decrease in feelings of overwhelm
“Because of our fast paced and demanding environment we hired Jacqueline as part of our overall Wellness initiative to educate our employees on how to reduce stress using tools/resources. Over the past 7-8 months we’ve experienced many cost saving and morale building results due to our Wellness offerings: an 80% drop in absenteeism, a 50% drop in both attrition and insurance premium increases, and a significant reduction in call escalation since our reps. now communicate more calmly and clearly.
The Conscious Success programs have more than paid for themselves in cost savings. Our employees, their families and our company have benefited greatly and we continue to offer the programs to additional groups of our employees.”
~Sherry Leonard, CEO CaLLogix
An article written by Sherry Leonard, the CEO of CaLLogix
Case Study for: Cisco Systems
Background:
Stress and anxiety were of concern for the head of the Services Marketing team. Her team faced extensive workloads and business demands to be more productive and effective, while managing priorities within a highly matrix’d organization. This executive wanted her team to master what senior leaders within the organization already demonstrate–the often overlooked and underestimated skills of being able to stay calm under pressure and make excellent decisions.
Goal:
To build success within the Services Marketing team by teaching them to better manage stress in order to stay calm and make the best decisions under pressure.
Solution:
Conscious Success delivered a stress reduction program to a distributed work force via video conferencing. The training was conducted in two sessions with one week in between to allow the team to practice the skills and return to the second session with questions.
Results:
Employees noticed immediate stress relief as they used the techniques to halt negative thought patterns and calm their nervous system. Three months after the training the group Director reports her team is more mature about prioritizing to what they react. They are able to handle difficult feedback and to use the feedback constructively to take on larger and more complex projects. The team feels they have options for dealing with stress and, since the group has the common experience of the training, they are able to help each other to reduce stress in a supportive way. She feels her group’s maturity and camaraderie has grown.
This program also supported the company’s Inclusion and Diversity Program by teaching how to listen and communicate more effectively and appreciate other people’s perspectives, cultures, orientations and how these variables affect their contributions. Program participants reported the following results:
24% decrease in stress level
43% increase in productivity
44% increase in focus
39% increase in how ‘in control’ you feel
34% decrease in feelings of overwhelm
“Jacqueline has the ability to bring Inclusion and Diversity to the individual contributor.
She has designed programs that fit into large or small organizations and executes them with terrific impact! Her personal approach and knowledge of the benefits contribute to making these programs a 1st class opportunity.”
~ Lynn Tinney, Director, Services Strategy, Americas, Cisco Systems
Case Study for: Verizon
Background:
After extensive downsizing, this team had high stress and anxiety. Their workloads had tripled and jobs were on the line. The head of this team wanted to both help her staff to learn how to manage their stress and also increase productivity and effectiveness in order to decrease the potential for future downsizing.
Goal:
To understand the underlying causes of stress within this team and teach them techniques for managing stress and increasing productivity and effectiveness.
Solution:
Conscious Success delivered a team effectiveness program as part of the quarterly group meeting. The training was conducted in a single two-hour session. The primary stress causing issues were identified, techniques were discussed for minimizing this stress and typical stress reduction techniques were practiced. This team utilizes and often participates in the Success Reinforcement Program that Conscious Success offers all clients, including:
Monthly webcasts for reinforcement of techniques and Q&A
Weekly Monday Minute Newsletter
Monthly Success Matters Newsletter
Commitment To Success Follow-up
Results:
The team is now working better together and has a unified focus. They are more creative, are accomplishing more with the same resources and are producing higher quality of work. The group has remained intact amidst additional downsizing efforts and the head of the group has been promoted to take on a much larger initiative in addition to retaining the vendor management function.
“We hired Jacqueline to help us better manage our hectic daily pace. She showed us how to minimize the feeling of being overwhelmed and reduce the negative effects of stress. The exercises she taught will help us to increase focus, clarity and ultimately, productivity.
She also provided us with some practical techniques to remain present during meetings/conference calls as well as increase effective relationships with our internal customers and external suppliers. Jacqueline is an expert in her field. She is easy to work with; her manner and method is masterful. The session was interesting and engaging. Jacqueline delivered a powerful, life-changing experience.”
~ Robin Leone, Head of Vendor Relations, Verizon