What is a High Performing Team?

What is a High Performing Team?

We see a lot of organisations trying to develop high performance teams. However, what really is a high performing team?

For us a high performing team is not simply ‘more’, ‘faster’, ‘cheaper’. We worked with an organisation that determined that for their customer service team, a higher performing team would be able to answer the phone in 2.3 rings rather than 2.5 that it had previously been taking; a very small incremental improvement. In fact that is only an iterative improvement. Is that a high performing team? In order to achieve that incremental improvement what else isn't being achieved?

So, when we step back and think about what is high performing, we might actually ask different questions. For this example we could ask...

  • What is our purpose as a customer service team? 
  • What does outstanding, incredible customer service look like? 
  • Why do we even have a customer service team? 
  • Why are people ringing us? 
  • Can we re invent what the team does? 
  • Could we find the path to become the industry leading customer service department in our whole sector?

These are the questions that we can start to address to really help organisations have their teams re-invent themselves.

If you have any questions and would like to talk to us in more detail about how we can help your team re-invent itself, please feel free to pick up the phone for a chat with one of the team. Just call +44 (0)1926 889 885.

Kind regards

Laura Ashley-Timms - Director of Coaching

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