9 Steps for Coaching Call center Agents

Frito Lay - 9 Steps for Coaching Call center Agents

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9 Steps for Coaching Call center Agents

The call report recipe is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here's a 9-step plan for effectively coaching call town agent phone calls:

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1. Randomly report 2 -3 telephone calls. Random recording is important. Do not report 3 calls back to back or on the same day, as your worker may be having a bad day and this may be reflected in all of one afternoon's calls, but is not necessarily reflective of their typical performance.

2. Divulge the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and recognize 1 -2 opportunities for execution improvement.

3. Play one tape and let your worker listen. During the playing of the tape, you do not need to respond.

4. Have your worker write back to the tape. After the tape is played, ask your worker to respond. Most employees will be overly self-critical. Your worker will likely note many opportunities for improvement and struggle to maintain what they've done well.

5. Coach the call. Use the "sandwich" approach. Tell your worker what s/he did well, followed by constructive feedback, and then end with confident feedback. When offering constructive feedback, share only one chance for improvement. The worker has likely observed and stated any improvement opportunities so there is no need to bring these up again Try to mention one thin g the worker did not bring up and offer this as your constructive feedback.

6. Gain commitment for execution improvement. Ask the employee, "What specific steps will you take over the next 5 days to enhance in this area?" Write down what the worker states and repeat it to her. Summarize the session by reiterating strengths and offering a vote of reliance that she can enhance in the identified area.

7. Repeat steps 2 - 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an worker may write back defensively stating that was just a "bad" call. If that is the response, you may choose to Divulge a second or third tape.

8. Follow-up before the next agent coaching session. Check with your worker in between coaching sessions to keep the commitment top of mind. You can touch base with your worker via email or a personal conversation.

9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session, ask your worker how she's progressing toward the goal of the last session. Look for improvement on calls reviewed in this session.

This 9-step call town agent coaching model is simple, clear and it both praises employees and offers maintain for improvement opportunities.

When you supervene this 9-step process, you will set clear execution expectations, coach effectively and consistently and at the same time you will be motivating your employees.

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