CALL CENTER COACHING

Agent coaching is an incredibly important part of a supervisor's job. Call center agents normally receive superficial training deigned to get them on the phones as soon as possible, but must receive continuous coaching to become effective at their job.

CALL CENTER COACHING

Call Center Coaching Tips For Supervisors

Be specific: When coaching agents in the call center you must provide feedback that is specific to an individual situation or action. You must be able to show the agent what you are talking about (Perhaps play a call if doing QA coaching), so the agent can put the conversation in the right context. Providing general statements like "you are doing a bad job", or "Try to be more helpful", mean nothing without the specific examples to illustrate the issue.

Be Consistent: If you coach an agent about an issue, so not expect immediate correction. It is not that the agent will not want to comply, but simply the fact that agents have a lot on their mind and will forget to follow your coaching instructions in each and every call. When encountering a reoccurring issue, do not write it off as a lost cause. Continue to coach the agent until the issue is corrected, and above all coach ALL call center reps equally when dealing with the same concern.

Involve The Agent In The Process: people normally want to do a good job. if an agent is having difficulty with a specific task or function, ask him/her to explain what their perspective of the issue is. You may be surprised to learn that the agent has already identified the problem and taken steps to correct it. However, they may still need your coaching assistance to get them to the next level. Coming across as overly authoritative, is usually a counterproductive approach as agents may decide to sabotage you as a leader by getting worse instead of better. After all, getting fired from a call center position may be a hope of many employees who rather collect unemployment than put up with angry callers.

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