Devoted to the call center industry, the agents on the phones, and their managers

There are many coaching styles we can use.  Some use a more structured approach and some are dependent more on how words are used based on the personality of the agent.  I’m a person who loves balance and one would think I’m an idealist, but it should be both.

It’s a bit easier when you coach support staff but for agents, this is another matter. I remember when I was an agent, all I had to worry about was attendance, call quality and AHT (average handle time).  But, now we have a myriad of metrics that are expected of an agent.  On top of what was previously mentioned, you have FCR (first call resolution), CE (customer experience) score or sometimes known as CSAT, sales conversions or number and minimum dollar value of up-sells, accuracy of notes, and more.

How do you expect a person to keep up with all of them, let alone a team leader to get an agent up to speed and improve?  On my next post, I’ve outlined a list of tips to make your job easier and more effective.