Contact center provider Afni rolled out its multi-tiered AfniPRIDE bench strength program to prepare agents to become first-line supervisors (known as coaches). The program focuses on leadership competencies including communication, building relationships, coaching, critical thinking, leadership, and business acumen.
Program Details
The AfniPRIDE program includes components of instructor-led training, virtual instructor-led training, meetings with functional leaders, observation and feedback, and job shadowing. The program has three levels:
- Level 1: SME—This level focuses on feedback and skill transfer skills and prepares participants to act as subject matter experts (SMEs) who help support rookie camp agents. This level includes 16 hours of classroom training and eight hours of observation and feedback. It culminates with a behavioral certification.
- Level 2: Mentor—This level has two parts. Participants spend 40 hours in classroom training and job shadowing to learn foundational coaching skills. They then participate in eight hours of observation and feedback and ultimately get certified as a mentor who can act as a substitute coach or peer coach. Over the next three to six months, mentors spend an additional 40 hours meeting with and job shadowing support functions such as HR, Recruiting, Training, Quality, and Resource Management. This gives participants a deep understanding about how the departments work together, as well as a window into the departments’ day-to-day duties for career pathing purposes.
- Level 3: Coach—Finally, the participant is hired as a coach. Level 3 is true coach onboarding and teaches all the functional skills the new coach needs. This level consists of 40 hours of classroom training and job shadowing before the new coach takes a team, then offers continued support and mentoring over the first 90 days.
Each level of the program has a selection process that includes meeting qualifications, submitting an application, and an interview. Afni provide developmental feedback to all applicants regardless of whether they are chosen to participate. On average, participants spend three months in Level 1 and six to 12 months in Level 2 of the program, though this flexes with staffing needs. Afni provide individual development plans at each level, so participants can continue their personal growth after completing the formal program.
Results
The AfniPRIDE program has been running in the company’s Philippines location for almost two years. Afni currently is rolling it out to its U.S. locations as part of its strategic goal to standardize operating procedures across the global footprint. In the Philippines, 170 participants have been accepted into the program. The organization currently is at an 11 percent attrition rate for AfniPRIDE-trained candidates, in contrast with a 123 percent attrition rate companywide. Afni has experienced rapid growth in its Philippines center, resulting in 35 percent of the participants being promoted to coach and another 35 percent being promoted to other support roles.
