9 Steps for Coaching Call town Agents

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Frito Lay - 9 Steps for Coaching Call town Agents

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The call narrative method 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 center agent phone calls:

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1. Randomly narrative 2 -3 telephone calls. Random recording is important. Do not narrative 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. Chronicle 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 doing improvement.

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

4. Have your worker talk 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 determined feedback. When contribution constructive feedback, share only one opening for improvement. The worker has likely observed and stated several 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 doing improvement. Ask the employee, "What definite steps will you take over the next 5 days to improve in this area?" Write down what the worker states and repeat it to her. Summarize the session by reiterating strengths and contribution a vote of confidence that she can improve in the identified area.

7. Repeat steps 2 - 6 with a second and possibly third tape if necessary. The point of numerous recording is that an worker may talk defensively stating that was just a "bad" call. If that is the response, you may pick to Chronicle 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 center agent coaching model is simple, clear and it both praises employees and offers sustain for improvement opportunities.

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

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