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What will coaching do?

  • Correct undesirable behaviors
  • Improve communications skills
  • Increase productivity
  • Decrease Employee Turnover
  • Staff will become more engaged
  • Result in suggestions to improve procedures
  • Optimize Contact Center performance

Role of your Supervisors/Team Leaders

  • Must meet Objectives and KPIs
  • Own the quality of their team
  • Identify opportunities to improve each agent
  • Modify agent behavior through coaching

Role of your QA Analysts

  • Monitor for compliance
  • Establish company standards
  • Provide the calibration function
  • Identify company trends
  • Identify areas for improvement

Gone are the days of big brother watching

Employees want to know . . .

  • How am I doing?
  • How do I sound on the telephone?
  • What could I have done better on that interaction?
  • What should I have said to make the sale?

This week’s question for your employees – Why do you like being coached?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant


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