Welcome to Coachworks Consulting

Building Performance Improvement

CALL: +44 (0) 1335 324 325

Trouble Ahead? Business brainstorm!

July 8, 2014

pic3Addressing two hundred of the “great and the good” at an AM Conference earlier this year, Coachworks MD Karl Davis stated that some businesses were in danger of seeing their performance stall, as they enjoyed their previous successes for a little too long. For some, this is already proving to be the case!

Quarter 2 has seen some dealers struggle to maintain earlier levels of performance with a corresponding spike in self registrations, and if they don’t act now, quarter 3 will start to become a problem.

With interest rates poised to rise this year, and recovering European markets sucking manufacturers’ marketing budgets away from the UK, it is clear that the market is likely to become tougher as the year progresses. (more…)

Filed under: Uncategorized — Ella Rolph @ 8:19 am

Add value, not cost!

July 7, 2014

pic2At a point when wage bills are increasing, it’s time to add value not just cost; says Coachworks’ Senior Consultant Adrian Baker!

As an industry we spend millions of pounds ensuring that HR paperwork is legally compliant to protect employers and employees from falling foul of employment legislation, yet there’s evidence that basic clarity around the purpose of employment is still required.

If you ask a group of people in the same role for the five things they actually need to DO each day, you will almost certainly receive a less than consistent answer; demonstrating an urgent need for clarity around the job inputs which Coachworks call “Value Drivers.” (more…)

Filed under: Uncategorized — Ella Rolph @ 11:29 am

A Route to Performance

July 4, 2014

pic1The economy is on the up and the brakes have come off Manufacturers’ corporate identity programmes, making this a time for investment for many retailers.

One such business is Coleraine based Kia and Vauxhall retailer Roadside Garages, which has traded in Northern Ireland for more than twenty five years.

Having recently made a quarter of a million pound investment to upgrade their facilities, it was recognised that net profitability needed to increase by around ÂŁ50k per annum for several years in order to recoup the investment. (more…)

Filed under: Uncategorized — Ella Rolph @ 3:48 pm

Now that’s what I call Recruitment!

July 3, 2014

London dealer group Now Vauxhall know that hiring the wrong people can be toxic to business, so when they recently decided to double the team size of a department, they called in Coachworks to help.

Now, a growing business with 8 sites, recognises the importance of its Call Centre or “Business Development Centre” (BDC) in driving appointments, up-sell opportunities and customer retention. They know that whilst the cost of recruiting the right people can be high; the cost of hiring the wrong person and that person staying can be much higher!

So, just as it is important to fix cars right first time, recruiting right first time is vital. Imagine the cost of the lost opportunities arising from poor conversion rates because enquiries are approached in the wrong way, or the cost of failing to engage with customers or even worse upsetting them?

The cost of recruitment is high, and with national call centre attrition running at 24% per annum (Call Centre Operations Labour Market Report) the cost of getting it wrong leads to re-recruitment and more training costs. However, NOW group recognised that if they wanted to do the job properly and recruit the right people first time, then they needed some expert assistance. In selecting their provider, Jon Taylor, NOW Managing Director said that “Coachworks were the perfect partners.”

Working with the management team at NOW, Coachworks first identified the 5 key activities (Value Drivers) a call centre operative should actually do each day, then based on these value drivers, developed a ten step Assessment Centre. Through a series of practical exercises and competency based interviews, they ensured that the candidates had the skills required to deliver the value drivers of the role; as they handled outbound as well as inbound calls.

The process demonstrated Now’s commitment to getting the recruitment right first time and in the process, was as much an employer brand builder, as it was a team builder. Candidates could see that the process was thorough, and this built desirability for the role and increased acceptance rates after job offers were made.

Having recruited the team, the vital next stage was the induction period. With 50-60% of the attrition in call centres happening within the first 90 days of appointment, NOW knew that this first period is critical, so again asked Coachworks to support an initial two week induction programme.

NOW Managing Director Jon Taylor said of the training…“It’s fun, exciting, engaging and stimulates the people taking part”…“the best way to describe it is the recruits actually asked when are Coachworks coming back?”

As a company that set out in 2002 to “Build performance improvement,” Coachworks understand that the start point for this is careful recruitment and high impact inductions; so offer Assessment Centres and Fast Track Inductions as part of their growing suite of products and services.

Filed under: Latest News — Ella Rolph @ 2:01 pm