VIDA Management Consultants
Specializing in Customer Interaction
VIDA Management Consultants
Specializing in Customer Interaction
Supervisors are the unsung heroes in today’s contact center. Their main job function is to manage the day-to-day activities and performance of call center agents. They are responsible for making sure your agents have all the skills and information necessary to interact effectively with your customers.
If an agent interacts with 5 customers (or potential customers) in one hour, in an 8-hour day, one supervisor responsible for 10 agents has an impact on 400 customers. How much lifetime value does that represent?
This is why it’s critical for supervisors to have the skills and resources necessary to direct the outcome of those 400 customer calls. They have responsibility for:
In the call center environment, coaching is the ongoing process that provides feedback to agents to help them achieve improved performance and quality in their customer interactions. Coaching is the primary measurement method used to give feedback to agents about how they are doing … what they’re doing right and where they need improvement. Effective coaching has a major impact on the outcome of customer interactions.
VIDA’s coaching workshop is structured to cover topics about:
How to praise is the cornerstone of coaching. It reinforces positive behavior and self-esteem and makes agents feel good about their job performance.
How to motivate is vital to creating a high-performance center. Agents need to be upbeat, energetic, and productive.
How to correct poor performance is important to improve quality and the customer experience. Agents need constructive feedback to improve skills, along with encouragement and support to make new skills a habit.
How to address incorrect or negative behavior is as important (and more difficult) than helping an agent improve performance issues. In these situations, supervisors must be specific about the behavior and its effect on the customer, the call outcome, and organizational goals.
How to solve attitude problems by translating them into performance issues is an effective way to get the problem solved without the coaching session coming across as a personal attack.
How to pound on the problem, not the person gets the problem out in the open without alienating the agent.
How to develop performance improvement plans by: (1) identifying the issue, (2) setting effective and realistic goals that are specific, measurable, and results-oriented, (3) have a due date, and (4) are agreed upon by both the supervisor and the agent.
The Coaching Workshop is held in three 3-hour sessions over a 4 – 6 week time frame with a final 2-hour wrap-up session.
The workshop is tailored to the center’s specific needs by using your agent’s recorded calls and your monitor forms to review and document the calls. Supervisors are paired up to role-play by giving feedback to “agents” using real life call scenarios from your center. Supervisors will also practice developing performance improvement plans for the call scenarios reviewed in the workshop.
The workshops are spread out into three sessions to give the attendees time to practice new coaching ideas and build upon these new practices. A final wrap-up session is included to discuss and reinforce workshop results.
1209 N. Lakeview Drive, Palatine, Illinois 60067 • vidaconsultants.com • (847) 991-0028
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