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Sample
Script
>>9
Steps for Coaching Call Center Agents
IMPORTANT
NOTICE: The information contained on this site is
meant as general information only. It should not be used
as a substitute for legal or professional
advice.
Following
is a field-tested and proven method for coaching
customer service agents' phone calls (using the call
record method).
-
Randomly
record 2 –3 telephone calls. Random recording
is important. Do not record 3 calls back to back or
on the same day, as your employee may be having a
bad day and this may be reflected in all of one
afternoon’s calls, but is not necessarily
reflective of their typical performance.
-
Review
the calls and note strengths and opportunities. Before
meeting with your employee, listen to the calls and
note what they did well and identify 1 –2
opportunities for performance improvement.
-
Play
one tape and let your employee listen. During
the playing of the tape, you do not need to respond.
-
Have
your employee respond to the tape. After the
tape is played, ask your employee to respond. Most
employees will be overly self-critical. Your
employee will likely note many opportunities for
improvement and struggle to articulate what
they’ve done well.
-
Coach
the call. Use the “sandwich” approach. Tell
your employee what s/he did well, followed by
constructive feedback, and then end with positive
feedback. When
offering constructive feedback, share only one
opportunity for improvement. The employee has likely
observed and stated several improvement
opportunities so there is no need to bring these up
again Try to mention one thin
g
the employee did not bring up and offer this as your
constructive feedback.
-
Gain
commitment for performance improvement.
Ask the employee, “What specific steps
will you take over the next 5 days to improve in
this area?” Write down what the employee
states and repeat it to her. Summarize the session
by reiterating strengths and offering a vote of
confidence that she can improve in the identified
area.
-
Repeat
steps 2 – 6 with a second and perhaps third tape
if necessary. The point of numerous recording is
that an employee may respond defensively stating
that was just a “bad” call. If that is the
response, you may choose to review a second or third
tape.
-
Follow-up
before the next agent coaching session. Check
with your employee in between coaching sessions to
keep the commitment top of mind. You can touch base
with your employee via email or a personal
conversation.
-
Discuss
improvement in next coaching session.
Before listening to calls in the next
coaching session, ask your employee how she’s
progressing toward the
goal of the last session. Look for improvement on
calls reviewed in this session.
This
9-step call center agent coaching model is simple, clear
and it both praises employees and offers support for
improvement opportunities.
When
you follow this 9-step process, you will set clear
performance expectations, coach effectively and
consistently and at the same time you will be motivating
your employees.
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