How Aircall began its leadership transformation with Bravely
Aircall, a leading cloud-based call center and phone system, recognized the necessity of effectively developing its new managers. In pursuit of a solution, Aircall turned to Bravely’s on-demand, professional coaching platform. The partnership yielded significant positive outcomes, particularly in enhancing the capabilities and performance of new managers. This case study delves into how Bravely served as a pivotal tool in Aircall’s managerial development strategy.
Challenges in new manager development
Aircall faced several challenges typical of rapidly growing companies. New managers often lacked the experience and support necessary to navigate their roles effectively. This gap led to inconsistencies in management practices and affected team performance. Missy Strong, Aircall’s Global Learning & Talent Development Partner, highlighted these issues during the webinar, How Aircall Transforms Manager Growth & Development with Bravely, stating:
So we have this population of new managers and it’s really, how do I get them to be more strategic or better communicators or better leaders…I feel like it’s so important. Everyone needs coaching at some point in their life.
To ensure the success of dozens of first-time managers, Aircall sought a partner that could support their people throughout the journey of developing the skills needed to be great leaders. Missy emphasized the importance of this search:
I really put a strong emphasis on the partner providers that we have in terms of support and walking hand-in-hand with Aircall, meeting our organizational developmental goals, and making sure that we’re supporting each other… from the moment that I called Bravely, throughout the entire sales process and everything, I just felt like I was a part of Bravely.
Implementation of Bravely
To address these challenges, Aircall integrated Bravely into its managerial training program. Bravely provided one-on-one coaching sessions tailored to the individual needs of each manager. These sessions focused on various aspects of leadership, including emotional intelligence, effective communication, and performance management.
How Bravely improved Aircall’s managers
The implementation of Bravely led to notable improvements in the effectiveness and confidence of Aircall’s new managers. Missy Strong shared several insights into the benefits experienced:
Enhanced Confidence and Decision-Making
I had one specific new manager who booked a session right off the bat and had a really tough situation with one of our biggest and toughest clients, and he walked out of that session with an action plan. He knew, “This is what I’m going to do. I [feel] really equipped to deal with the situation.“
Improved Leadership Skills
We’re going through a lot of change… The fact that we have a lot of people using Bravely and that 100% of [those who have had a coaching session] have learned a new skill or strategy–that for me is amazing.
24/7 External Support
The level of experience in the coaches… [and the experience] when you’re going to book a session is really extraordinary.
Quantitative Results
The qualitative improvements were complemented by quantifiable outcomes. According to Missy, not only did Bravely enable growth and development among managers, but Aircall also saw a significant return on investment in terms of improved retention. Four months after Aircall rolled out Bravely to its people managers and employee resource group (ERG) leaders, this is what they saw:
Strategic Partnership
The success of the Bravely implementation was also attributed to the strong partnership between Aircall and Bravely. Missy emphasized the importance of this collaboration:
For me, it’s about making sure that the strategic partnership is meeting not just our goals internally, but also [considering the partner’s] stance. What are their values? How would they partner with us going forward? [Bravely] is a way to develop, retain, and engage our employees, and this small investment is really going to go the extra mile.
Conclusion
The partnership between Aircall and Bravely has proved to be highly effective in developing the company’s new managers. Bravely’s tailored coaching approach addressed specific managerial challenges and equipped Aircall’s leaders with the necessary tools to succeed. The significant improvements in confidence, communication, and leadership skills underscore the value of Bravely as a crucial component in Aircall’s managerial development strategy.
By leveraging Bravely’s expertise, Aircall successfully transformed its approach to managerial development, ensuring a robust and capable leadership pipeline for the future.
Interested in learning more about manager coaching for your organization? Request a demo
To hear more about Aircall’s partnership with Bravely, watch the webinar How Aircall Transforms Manager Growth & Development with Bravely.
