Return On Investment from training within PSfm

PSfm - 26 / 02 / 2016

To achieve trackable results as a strategic partner for clients. That is what PSfm stands for. And PSfm has been successful doing this in the last couple of years. But what does development of a business relationship mean for a company’s internal organisation?


What does this growth mean for the relationship that the employees of PSfm have with their clients, employers and the agents working in the field?



In order to prepare PSfm for this growth and rise to this challenge, an intensive training program was set up for the project coordinators of PSfm. PSfm chose to work with Lutz Knospe, senior trainer at Vesmee Training. The goal of the training was to help the project coordinators in their multi-faceted job of managing and coaching their field agents, thereby strengthening the relationship between them. After all, the field employees are the ones who live up to and execute the business promise that PSfm makes to its clients.

The training was composed of a live training, personal on-the-job coaching (to accomplish transferring knowledge from training to real-life practice), a behavioural analysis and interim assignments. The project coordinators were continuously trying to apply the gained knowledge in their day-to-day tasks.

In the design of the training program, Vesmee Training applied the principles of Brain-Central-Learning (BCL). This principal entails creating strong and extensive neural networks in order to ensure that the theory learned in the training would stick. The project coordinators have taken big steps forward in attitude and coaching skills toward the field agents. Examples of these coaching skills are: How do you execute a personal coaching call to an agent, when you cannot see their non-verbal cues? How do you ensure commitment from your teams in the field? How do you go about phoning an employee, who is not honouring commitments and whom you cannot meet face-to-face? How do you prepare such a conversation?

Because of his empathy and hands-on approach with the project coordinators, Lutz helped to increase the impact of these telephone calls. The success of the training was quite contagious within PSfm. Other employees were interested in the knowledge the project coordinators gained, and inquired if an extra training would soon be organised.

So what is to gain from such a training for project coordinators? This is the improved confidence of the coordinators, who now know a lot more about coaching, and ensuring the agent’s commitment to PSfm. Being able to handle a telephone call more structurally and effectively, gives the coordinators more grip on the work and communication of the field agents in different situations. Not only does this improve how the project work in the field is being executed, it also improves the performance of the project coordinators. And this is how a return on investment from training is created within PSfm.