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.
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