We discussed previously on focusing 1-2 elements when coaching your agents. Here are a few ideas as well.
Don’t show my scores!
It is good that we know where we are at in order to improve ourselves. We can still do this but not on each coaching session. Agents tend to calculate too much and seeing numbers instead of focusing on their job – solving the customer’s problem. It is the supervisor’s job to know where they are at and how to guide them to success.
Let’s make it weekly or even every two weeks. One important thing to remember: Just show them few numbers and not the whole lot. It is good to know that they’ve improved a couple of points after a week than confusing them on how many times they received a low score.
Coaching Logs only please
Showing the checklist has its advantages and disadvantages. It is still better to just show them their coaching logs than the QA sheet itself. This doesn’t intimidate them. Again, it will let them focus on few points within the period you’ve specified.
The QA form is only a guide for supervisors to identify areas of improvement and where the agent is excelling in. Avoid showing the scorecard and you will notice that they are more receptive and open to your action points.
Lastly, on a business perspective, the number of coaching sessions will decrease, meaning you have your agents on the phones longer, and profit increases.
i want to learn the call centre training course due to my financial problem i cannot able to join .so please train me through online please.
regards
irfan
Posted by: irfan sheriff.h | March 1, 2006 7:00 PM | Permalink to Comment