VIDA Management Consultants

Specializing in Customer Interaction

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Coach-Every-Day
Performance Management
in a Prison

Inmate Agents

The average starting point of most call center candidates in prison (education and work experience) is lower than in a typical call center. Call centers improve agent skills by coaching. Call center best practices include coaching on a weekly basis, with most centers coaching substantially less.

Coach-Every-Day can quickly bring up the performance level of an inmate agent to that of a typical call center agent. The prison environment affords low cost coaching by using inmates as coaches. Inmate coaches facilitate skill development using a non-judgmental process, and correctional officers provide evaluations.

Key program elements:

• Train QA manager in all processes
• Implement monitoring and recording system
• Implement agent profile tracking system
• Execute a change management program to get inmate agents, inmate coaches, and correctional officers on board



• Identify performance metrics to meet program goals
• Establish timely performance feedback reporting
• Determine skill requirements by call type
• Develop behavioral standards for skills
• Create step-by-step instructions for each call type
• Establish criteria to create individual performance plans
• Create coaching session process and form
• Create evaluation process and form



• Capture best practice examples



• Train correctional officers who do evaluations
• Train inmate coaches
• Implement call selection for coaching inmate agents
• Implement coaching of each inmate agent every day
• Implement call selection for correctional officers to evaluate
• Implement inmate agent evaluations