CargileStockdale238

The contact record technique is, in my opinion, one particular of the finest approaches to coaching agent telephone calls and making certain quality. Heres a 9-step strategy for efficiently coaching call center agent phone calls:

1. Randomly record 2 three telephone calls. Random recording is critical. Do not record three calls back to back or on the identical day, as your employee may be obtaining a negative day and this might be reflected in all of one particular afternoons calls, but is not necessarily reflective of their typical overall performance.

2. Assessment the calls and note strengths and possibilities. Prior to meeting with your employee, listen to the calls and note what they did well and determine 1 two possibilities for efficiency improvement.

three. Play one tape and let your employee listen. In the course of the playing of the tape, you do not need to have to respond.

four. Have your employee respond to the tape. Following the tape is played, ask your employee to respond. Most employees will be overly self-crucial. Your employee will probably note many opportunities for improvement and struggle to articulate what theyve carried out effectively.

5. Coach the contact. Use the sandwich strategy. Tell your employee what s/he did nicely, followed by constructive feedback, and then end with positive feedback. When supplying constructive feedback, share only a single chance for improvement. The employee has most likely observed and stated many improvement possibilities so there is no need to bring these up again Try to mention one particular thin g the employee did not bring up and provide this as your constructive feedback.

6. Get commitment for overall performance improvement. Ask the employee, What certain actions will you take over the subsequent five days to increase in this location? Publish down what the employee states and repeat it to her. Summarize the session by reiterating strengths and providing a vote of self-confidence that she can boost in the identified location.

7. Repeat actions 2 6 with a second and perhaps third tape if required. The point of several recording is that an employee could respond defensively stating that was just a poor call. If that is the response, you may possibly choose to review a second or third tape.

8. Follow-up before the next agent coaching session. Verify with your employee in in between coaching sessions to hold the dedication top of mind. You can touch base with your employee via e mail or a personal conversation.

9. Talk about improvement in subsequent coaching session. Ahead of listening to calls in the subsequent coaching session, ask your employee how shes progressing toward the purpose of the final session. Appear for improvement on calls reviewed in this session.

This 9-step call center agent coaching model is straightforward, clear and it each praises staff and gives support for improvement possibilities.

When you follow this 9-step approach, you will set clear overall performance expectations, coach effectively and regularly and at the identical time you will be motivating your employees. buy voice lessons