Charlie's Hub and Achievements

Charlie'sHub

Contents

Charlie'sHub

Contents

Achievements

Coaching Material

Ebilling Work

Mental Health Presentation Contact Centre Awards

NCSW Ebilling Booster session

Charlie'sHub

Ebilling Work

These guides are now accessible and used by the whole of Pelican The purple boxes show the feedback I have recieved for these guides

I since have created two eBilling navaigation guides for both our website and the Mobile variant. Please click the icons to open:

This started as a paper document. Please click the book to see:

I wanted to create an invative way to engage our people in the area of eBilling.

Joe Henderson

Oliver Jerome

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L & D

Feedback:

Charlie'sHub

NCSW Ebilling Booster Session

I put myself forward to run the eBilling booster session for national customer service week.

I collaborated with Kyle to bring the trouble shooting aspect. However the main objective was to focus on navigation as shown here:

Feedback from the Booster session:

Out of the 14 agents that were in the room only 50% were confident in promoting eBilling. Once the session had completed all 14 said they felt confident promoting eBilling

Example 3

Fact:

Example 2

Example 1

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Charlie'sHub

SWCCA Mental Health Presentaion

I was selected to take part of the South West Contact Centre Awards presentation for the mental health awards.

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I created the theme which was to be based on the BBC.

judges to guess our statistics regarding mental health in the work place. Click on the page to see a snippet:

We won the award and we recieved praise from the judges by how engaging our presentation was.

The aim was to make this engaging for the judges and I did this by creating the game show "The Beak" which was a play on the show "The Chase". which allowed the

Charlie'sHub

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Coaching Material

Click on the icons to see examples of my coaching material

Charlie'sHub

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Achievements

Click on the icons to see examples of my achievements

Mental Health Presentation

I was given the opportunity to become a Mental Health First Aider. Being given this opportunity has allowed me to help support our people during their hard times by listening and sign posting where I can. This skill will help support me with my development within a leadership role as part of the job will be having sensitive conversations.

Mental Health First Aider

During coaching I give agents the power to mark my calls and their own. The reason I have done this is to build a better understanding of the marking criteria which should help with the moral within the contact centre when it comes to quality

Call Monitoring

Nominations disclosed by OJ:

• Charlie's knowledge is fantastic and always there to assist

• He always brings new ideas and did a great ebilling guide to us all
• Charlie created an interactive page for ebilling enquires which is super awesome

• Brilliant DTL always can help with any queries

Oscars: Innovator

Rikki Hutt nominated me with the below statement: "I would like to in particular highlight my new DTL (not new to role) Charlie Gibbs for the work he has done on the E-Billing guide he has created to support our agents with our customers queries around E-Billing which is quite a popular call we get in the CC. Charlie identified an area where we needed support and this is now a feature on Stream and our CC dashboard! It is a great piece of work and everyone should take a look.

Contact Centre Hero

The presentation regarding Mental Health in the Workplace that I ran and created for the South West Contact Centre Awards we ended up winning!

Contact Centre Awards

Ebilling Booster Session Snippet

During the team meetings I took ownership of creating refresher quizs to help with the knowledge of my team to identify areas that we as a whole need to improve.

Refresher quiz's

I created a token system which I have used on multiple teams. The purpose of these are to give agents a limited amount of opportunities to ask question in order to encourage the agent to use their intiative and trust their gut. If they need to ask a question they must pass the token to their deputy.

Question Token system

I have supported our aspiring agents with helping them creat a team incentive. Above our three exmaples of the incentives I supported with for Alex Coghlan and Sam Edgar. The incentives focused on recognition and developing our team.

Incentives for development

These guides have been used to help with coaching when it comes to agents knowledge regarding the eBilling portal. This can be used as a coaching tool to get the agent to demonstrate the navigation of the eBilling portal.

eBilling guides