Home | About Us | Services | Ideas & Insights | Contact Us

Coaching



Areas we look at include:

Coaching process. Is coaching an integral part of the operation? Is there a standard coaching process? What skills are necessary to be a good coach?

Sessions. Are the sessions structured? Where do sessions take place? How long does it take to coach a good agent, a challenging agent, or a struggling agent?

Frequency. How often are coaching sessions? Do agents feel they are coached enough, the right amount, or not enough?

Effectiveness. How is effectiveness measured? What do agents get out of the session? What changes would agents like to see to get more out of a session? Do agents like being coached? Are agents given short-term goals to achieve prior to the next coaching session? Is progress reviewed? Does the coach remain in control of the session?

Scheduling. Is it hard to find time to coach? How long does it take to prepare for a session? When does coaching take place? Do agents know in advance when their next coaching session will be?

Documentation. How is agent performance tracked? Is there a form to fill out?

Topics. What kinds of topics are covered in a “typical” session? How are topics determined for specific sessions? Are calls reviewed during the session? Do agents have access to the calls that will be reviewed prior to the session? What are the toughest coaching challenges?

The Coach. Who is responsible? What type of a priority is coaching among other responsibilities? How are coaches’ skills evaluated? Do coaches have the skills necessary to be a good coach? Does “the coach” like to coach?



Typical outcomes include:

Increase agent performance by implementing a structured coaching process.

Increase agent performance by developing supervisor’s coaching skills.

Improve agent satisfaction and retention by making them successful through effective coaching and showing a commitment to agent development. Strengthen relationship between the coach and the agent.

Improve the adherence and effective use of budgeted agent coaching time.