« FIVE9 Establishes Centers in Philippines | Main | Allocation of Seats: KVM Switches »

Feb25
Coaching and Scorecards

Agents are always intimidated with score cards or anything that has a checklist.  But, it’s part of the call center life, isn’t it?  We can’t do anything about it.  WRONG! Here are some ideas that are changing how agents perceive coaching sessions specifically discussing their calls.
 

Focused Elements

Have you ever been coached on several areas that you leave the room scratching your head wondering where to start?  I can see a lot of nodding heads.  It’s the same as someone throwing many balls towards you all at once and you’re trying to catch all of it but end up catching none. 

Instead of coaching each call to an agent and discussing everything that was missed, why not get several calls and get 1-2 points.  You can then use this and measure their development every week.  If it is critical, then you can increase the frequency of your coaching sessions and still focus on the same elements.


It doesn't stop there. There are more ideas coming within the week.


0 Comments/Trackbacks




submit a trackback

TrackBack URL for this entry:

post a comment

Name, Email Address, and URL are not required fields.





Comment Preview

« FIVE9 Establishes Centers in Philippines | Main | Allocation of Seats: KVM Switches »

Advertise

sponsored ads



subscribe


Prefer Email?
Subscribe below-

Enter your Email:


Powered by FeedBlitz What's this?

Current News

Support This Blog

business social media

Use these fast growing business social media sites to promote your business, feature your products, spotlight your business leaders, create links, and drive traffic back to your company site, all for free!

BIZZlogos - Add your logo - free link to your site
BIZZphotos - Add photos of your products and people
BIZZprofiles - Submit your profile and build your online visibility
BIZZspotlight - Spotlight your business with free links
BIZZvideos - Videos about businesses, products and business people.
BIZZbites - "Digg" for Business - Submit your articles and posts

know more media network

View Network Map

Network Feed List (OPML)

Know More Media Network
Feed


we support unitus

PRWeb

Influencer



CallCenterScript is a member of the Know More Media network of business related blogs.

Here are some current headlines from some of our business publications:

ProductivityGoal

CallCenterScript

AdHurl

TheBizofKnowledge

LandingTheDeal

CustomersAreAlways

HealthCareVox

BrainBasedBusiness

TheInsurancePolicy

MarketingBlurb