By Pam Welsby owner of FastForward International
360-degree feedback had become trendy subjects. Suddenly everyone is talking about 360-degree feedback and everyone wants to be able to say, “Of course, this is something our organisation does.” But what exactly is it? Does your organisation really need it? And what benefits can you get from it?
This is exactly what Si.mobil, the second largest telecommunications operator in Slovenia, decided to do in its Customer Service team. Over the previous years, the team (comprising of approximately 80 agents, eight team leaders and two managers) had already done a lot of training and development — not only in technical skills and product knowledge, but also in ‘soft skills’. They had used the SDI as part of their Customer Service training and also to help their Team Leaders and Managers to improve their leadership skills. A lot had been achieved with their SDI learning but they were now facing a particularly challenging time. A large competitor was withdrawing from the market place and Si.mobil was flooded with new clients. The sudden increase in business was affecting the customer service agents in a more negative way. They wanted to do something that would help the team’s leader better manage and motivate their members through this difficult period. And so they decided to expand their SDI work into the area of 360-degree feedback.