LEXINGTON, Ky., Oct. 23, 2015 /PRNewswire/ -- The International Coach Federation (ICF) has announced Rogers Communications as the winner of its 2015 ICF International Prism Award. SAP is this year's honorable mention recipient.
The ICF International Prism Award program honors organizations that have achieved the highest standard of excellence in coaching programs that yield discernible and measurable positive impacts, fulfill rigorous professional standards, address key strategic goals, and shape organizational culture.
"It is exciting to witness further examples of the powerful—and measurable—outcomes of integrating coaching into the strategy of an organization. Building a strong coaching culture creates sustainable, long-term impact that delivers results," said 2015 ICF Global Board Chair and Professional Certified Coach Dave Wondra.
Headquartered in Toronto, Ontario, Canada, Rogers Communications is a diversified communications and media company providing wireless communications, cable television, high-speed Internet and telephone services. Through Rogers Media, the organization is engaged in radio and television broadcasting, televised shopping, magazines and trade publications, sports entertainment, and digital media.
In 2013, Rogers integrated coaching directly into its call center operations. The organization uses trained internal coach practitioners, provides coach-specific training to front-line call center managers and incorporates protected time into each manager's schedule to engage in weekly coaching conversations with every member of his or her team.
As coaching was deployed at each call center, the site outpaced its historical performance. Overall, call center revenue saw a double digit increase across comparable periods year over year, while employee engagement in call centers increased by seven percent over 24 months. The organization also measured a double-digit increase in customer satisfaction and decrease in customer escalations. Since implementing coaching, Rogers has also reported a 72 percent improvement in retention among call center employees over 24 months.
Rogers Communications was nominated for the Prism program by its director of coaching, ICF Associate Certified Coach Silvia Lulka.
Headquartered in Walldorf, Baden-Wurttemberg, Germany, SAP is a multinational organization specializing in enterprise software for business management and customer relationship management (CRM).
In 2003, a group of SAP managers sought coach-specific training to enhance their own communication skills, emotional intelligence and interpersonal relationships. After training, they began coaching colleagues' direct reports, and a movement took hold in the organization. Today, SAP's Global Coaching Practice is an enterprise-wide initiative that includes coaching for anyone who wants it within the organization, as well as a training and career path for internal coach practitioners.
Following each coaching engagement, SAP clients complete a post-coaching impact survey. Through these surveys, they have reported a host of positive impacts, including behavior change due to coaching; positive changes in emotions, perception and mindset; and an enhanced capacity for self-reflection and solution-oriented thinking.
SAP was nominated for the Prism program by HR senior consultant, trainer and coach, and ICF Associate Certified Coach Carolin Zeller.
The International Coach Federation is the leading global organization for coaches, with more than 23,000 members and 17,000 credentialed coaches in more than 130 countries worldwide. ICF is dedicated to advancing the coaching profession by setting high ethical standards, providing independent certification and building a worldwide network of credentialed coaches. Coaching is a distinct service and differs greatly from therapy, consulting, mentoring or training. ICF defines coaching as partnering with clients in a thought-provoking and creative process that inspires them to maximize their personal and professional potential. For more information, please visit our website at www.coachfederation.org.
ICF HEADQUARTERS CONTACT:
Abby Tripp Heverin, +1.859.219.3529
SOURCE International Coach Federation