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!
Laura Sikorski – Independent Call Center Consultant
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