Marathon Partners Consulting helps contact centers and complex back office environments achieve greater operational efficiencies by leveraging ACDEND’s analytics, quality and coaching modules.
ASCEND was created to provide timely and meaningful information to staff, front-line leaders and executives and was designed with an eye on fostering coaching and continuous improvement.
At MPC we believe front-line coaching is not intended to be an event but rather a commitment! Coaching needs to be embraced as a management discipline, a philosophy and a way of communicating.
“Marathon completed a project with our call center and the results were outstanding! They helped us greatly improve service levels and cost per call. Within the first four weeks of the project our members were already feeling the improvements.”
“CO–OP Member Center teamed up with Marathon Partners Consulting to help us improve the performance of the call center. In partnership with our leaders, they transformed our workforce management, contact agent development and employee retention. As a result, our team is developing the skills they need to carry the positive changes forward for our clients and ensure sustainability.”
“Marathon Partners provided significant support to our strategic planning process to in-source back-office work that had been previously outsourced. Their insights, capabilities and knowledge of activity based management, process and workflow optimization, and capacity modeling were extremely valuable in our overall planning and execution of the project.”
“Marathon Partners brought a proven methodology and expert insight regarding back office process optimization. They helped us refine and calibrate our reporting and KPIs and more fully leverage our existing performance management solution. Their approach helped drive significant improvements throughout the business.”
Daily feedback and peer comparisons to analyze staff, team and department performance results.
Reporting productivity and quality side by side, supported by other meaningful and insightful KPI’s.
Don’t just tell your leadership to “go coach”, provide them with a proven, effective and structured approach to coaching.
Organizational level and staff level dashboards provide instant visibility throughout the organization. Simple, intuitive red, yellow, green visuals help to quickly identify areas of opportunity.
Using ASCEND to provide daily visibility to performance supported by continual leadership coaching will provide the foundation to deliver ongoing sustainability and continuous improvement.
Identify and quantify the opportunity. Build the solution roadmap and provide the guaranteed ROI.
Fully Implement the solution roadmap.
Deliver on our promises!
Continued use of ASCEND to provide daily performance visibility and long-term sustainable results.
The analytics module provides front-line leaders, staff and the executive team with the KPI’s that matter most. We build custom, collaboratively designed, intuitive, red-yellow-green dashboards for the agents, front-line leaders and executives. The dashboards and reports are created to deliver a “balanced view” to include both productivity and quality, supported by other meaningful KPI’s
The quality module is very simple to deploy, and no external data integrations are required. It provides insights to either call center or back office process reviews to ensure the level of quality expected is the level of quality provided. “Inspect what you expect”. The quality module provided instant feedback to the agent/employee and is designed to provide direct input to agent/employee ongoing coaching and development.
The coaching module is also very simple to deploy and does not require any external data integrations. The coaching modules provide a structured methodology, “The ASCEND coaching approach” which includes a process to analyze and structure the coaching session. Provide guidance and best practices on how to communicate and engage when delivering the coaching session. And finally, the all important follow up. Frequency, techniques and approaches. This structured approach is critical to delivering results. We often find organizations that have the best intentions when it comes to coaching and employee development, but they often fall short in providing the front-line leaders with the methodologies and tools necessary to be successful.
The SFM or system for managing is a collaboratively designed, ongoing frontline leadership approach, structure and rigor placed around the use of ASCEND. It provides clarity on daily, weekly and monthly leadership activity expectations, such as quality review, side-by-side observations, analytics reviews, coaching sessions, leadership read-up sessions and the overall use of the ASCEND tool. The SFM leadership structure focuses on those activities which have the most impact on driving continuous improvements and long-term sustainable results.