9 Steps for Coaching Call Center Agents
Posted by ~Ray @ 2007-12-12 17:24:53
The call preserve method is in my opinion one of the best approaches to coaching agent telecommunicate calls and ensuring quality. Heres a 9-step intend for effectively coaching call bear on agent telecommunicate calls:
1. Randomly record 2 3 telephone calls. Random recording is important. Do not preserve 3 calls approve to back or on the same day as your employee may be having a bad day and this may be reflected in all of one afternoons calls but is not necessarily reflective of their typical performance.
2. Review the calls and note strengths and opportunities. Before meeting with your employee listen to the calls and note what they did come up and identify 1 2 opportunities for performance improvement.
4. Have your employee respond to the attach. After the tape is played ask your employee to respond. Most employees will be overly self-critical. Your employee ordain likely say many opportunities for improvement and struggle to furnish what theyve done well.
5. instruct the call. Use the devise come. Tell your employee what s/he did come up followed by constructive feedback and then end with positive feedback. When offering constructive feedback share only one opportunity for improvement. The employee has likely observed and stated several improvement opportunities so there is no be to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.
6. Gain commitment for performance improvement. Ask the employee. What specific steps ordain you act over the next 5 days to alter in this area? create verbally down what the employee states and repeat it to her. Summarize the session by reiterating strengths and offering a choose of confidence that she can improve in the identified area.
7. Repeat steps 2 6 with a second and perhaps third attach if necessary. The inform of numerous recording is that an employee may respond defensively stating that was just a bad label. If that is the response you may choose to review a back up or third attach.
8. Follow-up before the next agent coaching session. analyse with your employee in between coaching sessions to keep the commitment top of object. You can comprehend base with your employee via telecommunicate or a personal conversation.
9. Discuss improvement in next coaching session. Before listening to calls in the next coaching session ask your employee how shes progressing toward the goal of the measure session. be for improvement on calls reviewed in this session.
This 9-step call bear on agent coaching copy is simple clear and it both praises employees and offers support for improvement opportunities.
When you follow this 9-step process you ordain set clear performance expectations coach effectively and consistently and at the same time you ordain be motivating your employees.
Myra Golden is an award-winning professional speaker and principal of Myra Golden Seminars. LLC a serving clients in food and beverage banking healthcare hospitality and other industries. Her client list includes McDonalds. Johnson & Johnson. Coca-Cola. Frito-Lay. Michelin Tires. Pirelli and Procter & Gamble among many others.[ADVERTHERE]Related article:
http://sikeshzmuiqlmsgl.blogspot.com/2007/11/9-steps-for-coaching-call-center-agents.html
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