Call Waves Solutions Finland Oy is an innovative implementor and developer of outsourced customer service and sales. The company creates waves that boosts the profitability of its customers and positive movement at its customer interface. More effortlessly, surely and efficiently.

An interview with

Riitta Hänninen, HR Manager, Call Waves Solutions Finland Oy

Starting point

“We have annually held coaching theme days for our supervisors, which help us focus on a certain supervisors’ area of responsibility. This year, our focus was on self-leadership. I was especially looking for a coaching that would empower our group of supervisors. Day-to-day life is hectic and there is a lot going on, so it is essential to take the time to consider the basics, such as developing leadership. We wanted an external partner to bring in some expertise and rein in our very lively crowd.”

Why did they decide to get coaching from Hälsa?

“I took part in the seminar in Helsinki and I got a very good feeling of Hälsa as a coaching agency. Their ‘from person to person’ perspective was present in that event, too. The review of innovation of the future and the future outlooks for leadership seemed just the themes that our organisation needed. After this, one of our supervisors took part in the Kuopio seminar and also gave good feedback about your concrete way of coaching. Your proposal of combining the Firstbeat measurements to the actual supervisor coaching day complemented the package. The concept was inspiring.”

What was done?

“An initial and final leadership assessment. The Firstbeat well-being analysis, personal coaching and two group coaching events: managing well-being – recovery and comprehensive well-being – and managing inspiration and flow of work”

The key advantage provided by the coaching?

“Your coaching managed to make us pay attention to key matters, both on a personal level as well as a group. The group coaching of supervisors took us to the core of matters. The applied group work methods allowed us to talk about issues by their correct names. Self-leadership linked to leadership as a good concept. This coaching was also very personal for all participants due to the Firstbeat measurement coaching at the start, after which we all probably reflected our own resources during the group coaching and in its assignments. The methods took the participants deep into themselves.”

How was the coaching executed from your perspective as the client?

“Very well. The concept was clear. The good preparations and the advance assignments guaranteed successful coaching days. There was a sense of a true desire to help and move things forward. The ability to clarify matters.”

Feedback from the trainees

“The assignments were great! They gave so much and can also be utilised in the future.”

“The coach was wonderfully positive, smiling and real, and had plenty of expertise and experience. Precise and careful with the schedule, which was great and something I really value, since we could all learn from that.”