Steps to Effectively Coaching Call Center Agents

8

Coaching call center agents is an essential managerial task that is crucial to cultivating an effective team. Optimizing

coaching efforts requires dedicated managerial effort,consistency, and the right knowledge.

Use these 8 steps to coaching call center agents to ensure that your team is delivering the best service possible

to your customers.

#1 Prepare for coaching

sessions

This involves:

• Setting SMART goals (Specific, Measurable, Achievable, Realistic, and Time-bound)

• Developing a solid coaching framework• Calibrating your approach to coaching with other managers• Including the executive team on your strategy• Informing agents about what they can expect and how they can

prepare for the coaching sessions

#1 Prepare for coaching sessions

#2 Identify performance trends

based on call type

Knowing that your agent’s performance is “average overall” is not as helpful as knowing they excel with returns and struggle with more technologically advanced customer service calls. Break down youranalysis of agent performance based on call type (e.g., customer service,outbound sales, inbound sales, returns, refunds, etc.) or, for a moreprobing analysis, using disposition codes (e.g., bug, lost shipment,warranty, order inquiry, etc.). Analyzing this information will provide you with a more comprehensive understanding of performance trends, so that you can provide more targeted coaching.

#2 Identify performance trends based on call type

#3 Detect performance issuesbased on live observations

and monitoring

There is no better way to identify strengths and weaknesses than to observe agents interact with customers. Listen in on live calls to identify any performance issues (e.g., sub-par communication skills, difficulties adhering to the script, failure to adhere to company policy and procedures, problems processing specific transactions, etc.). Leveragecall center software that allows you to listen in on live calls without theagent or caller knowing so that you can assess the agent’s performance,without his/her anxiety getting the best of them.

#3 Detect performance issues based on in vivo observations and monitoring

You should also observe agents at their desk so that you can identify when work habits or time management issues are contributing to decrements in performance. Using the qualitative data that you compiled from these observations, you can gain a more comprehensive understanding of performance strengths and weaknesses and enrich the feedback you provide your agents.

#3 Detect performance issues based on in vivo observations and monitoring

#4Evaluate a few calls to

obtain more reliable data

When evaluating recorded and live calls, it is ideal to analyze a few calls rather than just digging deep into one call. This will ensure that you are analyzing a more representative sample of the agent’s performance and thus will offer more reliable data. Evaluating a few calls will allow you to identify trends across calls, pinpoint consistent issues and dig up huge red-flags. This will allow you to be confident that your data is more indicative of true performance issues so you can provide more informed advice to your agents.

#4 Evaluate a few calls to obtain more reliable data

#5Allow your customers

to do the coaching

Sometimes there is nothing more impactful than providing feedback from the customer’s perspective. During your coaching sessions provide data compiled from post-call surveys and quotes from customer satisfaction surveys, customer emails and/or call recordings. Make sure you include positive feedback as well as constructive criticism. Doing so will allow your agents to learn from the people that matter most: the customers.

#5 Allow your customers to do the coaching

#6Provide effective feedback

As a coach, providing effective feedback is of utmost importance. Make sure that when you provide feedback, it is:

• Specific – tie your feedback to a specific performance issue• Data-driven – make sure your feedback is based on quantitative

(i.e., metrics) and qualitative (i.e., quotes from call recordings, customer feedback, etc.) data

• Timely – provide feedback as close to the event you are referencing as possible

• Tied to an action plan – make sure your agent knows exactly how to improve their performance

#6 Provide effective feedback

Providing effective feedback will go a long way to ensuring that the agent understands what is expected of them and is motivated to increase their performance.

#6 Provide effective feedback

#7Develop targeted action plans

After providing feedback, collaborate with the agent to develop an action plan. This may include requiring that the agent receive more intensive coaching, complete e-learning modules, read training materials, work with a peer mentor, review additional call recordings to pinpoint areas for improvement, and/or revisit the issue during the next coaching session.

#7 Develop targeted action plans

In order to be effective, action plans should include the following:

• A specific, measurable goal (i.e., complete e-learning module on call etiquette)• Start date and time to completion (i.e., start tomorrow and complete it

before the end of the work day on Friday October 23, 2014)• Duration of time allotted to achieve goal (i.e., two hours to complete module)• When they can work (i.e., 4-5pm)• Who they can work with (i.e., shadow Jamie, customer support agent)• Identify any anticipated roadblocks to achieving their goals and engage

in preemptive troubleshooting

#7 Develop targeted action plans

Ensuring that your agents have a comprehensive understanding of how they should improve is essential to enhancing their performance.

#7 Develop targeted action plans

#8Follow up with the agent before the due date on the action plan

Before agents are scheduled to complete the suggested changes,monitor their performance and check in with them. During this check-in session, make sure they are on the right track and ask if they have any questions. This will enhance the likelihood that they will successfully make the suggested changes in the allotted timeframe.

#8 Follow up with the agent before the due date on the action plan

Providing your agents with great coaching is an important step in providing your customers with superior customer service. But the first

step is giving your agents an easy to use call center solution.

Find out why agents love using Talkdesk’s cloud-based call center software.

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