Great coaching is the DNA of high performing service and sales teams! Create a culture of terrific coaching and get your leaders back into the business.
Increase Top Box + Likelihood to Recommend with a customer experience map and best practices that your customers will love.
We've increased client sales 50%! Helping customers choose to buy happens with a well thought-out sales process, and techniques of influence for agents + leaders.
3rd party vendors handling your calls has benefits in cost savings - but what about effectiveness? We have an operating system to collaborate + improve vendors performance.
Strategic thinking, customized support, and disciplined execution to meet your challenges or focused objectives on time.
What's a SwitchGear System?
A fully implemented change in a service or sale operation that turns strategic intent into focused action; it’s a detailed map to YOUR World-Class.
- A disciplined sequence of actionable steps that drive behaviour, thinking, and culture change.
- Customized for each client – 160+ successful systems implemented so far.
- Proactively trains the senior leaders how to run the system before we exit.
And it’s sustainable.
- It’s integrated into your day to day challenges and leadership learning. Not another distracting project.
- It taps into human motivation and is built on trust, no compliance required.
- Techniques that hold everyone accountable, each step of the way.
Why do you need a System?
Clients have told us…
“We could never get consistent performance from team to team or month after month.”
“We knew what to measure but not how to help employees improve.”
“We were tired of the next ‘flavour-of-the-month’ project.”
“Many times we did the 2-day leadership off-sites and got the big binder but back in the business, nothing ever really changed.”
“Our performance was like a toilet-seat, up-down-up… NOW we know why.”
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“From the first day that we were exposed to the energy and expertise that SwitchGear brought to our site, we knew we had made the right decision. They completely customized the program to suit the call types that we handled, and consistently went well beyond our expectations.”
Kevin Marchment | Senior Manager - Operations, HGS
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“As a site with a team of 130, we went from 68% to 102% of targets in less than 6 months! Most of the team did not think that was possible – thought they had to choose service or sales but couldn’t do both and never understood that you have to repeat the right process and techniques until you get it right and THEN you get the results! It was a real wow for the entire team.”
Ivett Castillo | Customer Experience Leader - TELUS International
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“We witnessed real success stories from your coaching program. We saw a significant and positive trend reversal in AHT, we improved our year over year ASA, and we improved to a 98.8% accuracy rate while achieving revenue growth and reducing costs.”
Dean Turchiaro | Director - Field Effectiveness, Ceridian Canada Ltd.
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“SwitchGear got us these year over year results: sales revenues increased over 12%, customer satisfaction scores improved from 55% to 70%, with a 13% improvement in employee SAT. “Their energy level was infectious and they were always ready with unique ideas that engaged us in solution sales.”
Ravi Nayak | Sales Manager - The Loyalty Group, AIR MILES
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“SwitchGear enabled us to move faster through our projects to deliver a quality product. Many of the initiatives were high pressure and the SG team stayed focused keeping all the moving pieces under control. We could count on them to deliver on time and on budget – and would consider them again without hesitation!”
Erica Leus | Manager - Consumer Relationships Nestlé Canada