Coach Your Staff Effectively

The method of recording calls and playing it back and forth to find ways to improve is in my opinion the best method of coaching your calling agents. Here I have laid down a 9 step by step plan to coach your callers effectively:

1. Randomly record three to four calls- Randomization is important. Never record all the calls back to back on the same day. Because your agent might just be having a bad day and this may be reflected in one fine afternoon’s calls. But it is not anyway reflective of their typical performance on any given day.
2. While recording calls note the strengths and opportunities of your caller.
3. Before sitting with the agent, not 1-2 opportunities for improving performance.
4. Let the tape play and let your caller listen to it. You do not necessarily need to respond.
5. Take coach the call method- You can use the sandwich approach. Tell your agent what he/she did well, followed by some constructive feedback and then back it up with positive feedback at the end. While offering constructive feedback you must share only one opportunity for improvement, because the caller has figured out the rest of them. So there is no use reiterating them.
6. Gain the commitment of the caller by asking him/her what specific steps should he/she take to improve in the specific areas in the next 7 days? Write it down what the caller says and reiterate to him/her. And finally place a vote of confidence that he/she can really improve in the identified area.
7. Repeat the steps from 2-6 with the second or the third record if necessary. The point in making numerous calls is to ensure that the employee does not become defensive stating that it was just a bad call. If that is likely the response you will have the second and third tapes handy.
8. You can follow up before going on with the next coaching session. Check with your caller that the commitment is in the top of the mind. You can reach the base with your employee via email or telephone.
9. Go ahead and discuss about improvement in the next coaching session. Before listening to the recorded calls ask the caller how he/she is progressing towards the desired level of performance Look out for improvement with the calls reviewed in the session.

The above 9 step coaching plan is simple yet effective to the extent of drastically improving the caller’s performance. It is based on a simple approach of ‘praising and offering support’ for improvement When you employ this 9 step plan with your calling agents, then essentially you set clear performance expectations, coach efficiently and effectively and at the same time motivating your callers to bring out their best self.

Article Source: http://call-center-articles.steptocallcenter.com

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