Coaching: The Art of Providing Meaningful Feedback to Call Center Agents

Coaching: The Art of Providing Meaningful Feedback to Call Center Agents

No position in your company is quite as important as your call center employees. They have a direct line to customers, sometimes when retention is on the line. The way these employees interact with these customers will help showcase the company in a positive or negative light. The way the company is portrayed depends a great deal on the amount of effort you are willing to put into these employees.

One of the best ways to help make your call center employees successful is through coaching.

With coaching, you are able to give your employees more information regarding the areas they need to improve in as well as those they are excelling. Not only can this help to improve their overall job performance, but it can help improve employee morale and employee retention.

When it comes to coaching and the art of providing meaningful feedback to call center employees, there are many aspets managers can do right as well as many mistakes they can make. Naturally, it is preferable to avoid the mistakes so that your employees are receiving the most valuable information.

Here are 3 Strategies for Effectively Coaching Call Center Employees:

Set Goals that are Measurable and Obtainable

Goals are an important part of life. However, when it comes to coaches, they are critical. Goals allow your employees to have something to strive for that they will feel accomplished when they reach them. The important thing to remember about goals when it comes to a call center setting is that they need to be clearly defined. It is also crucial that they are goals that the particular employee actually has the ability to achieve. Having goals that are too far out of reach can be detrimental to the success of the employee.

You should also make sure that some goals are specific to the employee receiving the coaching. While it is natural to have some goals in place for your entire workforce, individual employees may need specific goals. For call center employees, you should look towards specific things that can be improved. For example, some employees may need to have goals revolving around a certain number of resolved conflicts. This is especially helpful for companies that have a large customer turnover rate or that have issues with customer service.

One challenge that coaches face in a call center setting is the time to keep up with the performance of employees as well as the time to actually coach appropriately. One of the best ways to solve this issue is by taking a look at the day-to-day duties of the agents and their coaches. By examining this information, you will be able to discover times when coaches can sit down and learn more about their employees’ performance as well as time to coach their employees for improvement.

Give Good Examples

Another factor to keep in mind is that it is sometimes difficult for call center employees to recognize their own faults. However, this is a critical step if they are to improve their job performance. One way to solve this problem is to actually play back some of their calls for them to listen to. Discuss the areas that you see for improvement and get their take on the call as well.

The best approach to take when you are coaching a particular call is to start by asking your employee what areas they did correctly. This conversation should be followed by constructive feedback regarding areas that you see that could use improvement. It is usually best to only give one piece of advice at once. Offering too much information and ways the employee can improve can seem overwhelming and may cause the employee to give up hopes that they can improve.

After you have had a conversation with your employee, get a commitment from them that they plan to improve. Put a timeline on the specific item and revisit it after a specific date. This will give the employee time to correct the issue and will also help them to have a goal to strive for. Keep track of their progress as much as possible. It is even better to keep a detailed report written on a piece of paper so you can both review it.

Be Positive

In the end, the most important thing you can do is to be positive. Constantly having a negative tone to your voice or only bringing up the things the employee did wrong will not help motivate them to improve. You are likely to see this reflected poorly in their calls with customers, which can make the issue even worse.

Instead, keep all coaching sessions positive and make sure they understand that you are looking to help them grow in the company. You should bring up at least one attribute that the employee does right and focus on improving one step at a time. This will help you to establish goals with your employee that are achievable and measurable. Having these goals in place will ensure that your employee has the best opportunity for success.

Since the call center is such a critical part of any business, coaching employees for success is critical. You should always take time to make sure your employees are doing everything they can to improve their performance and meet their goals on time. This means you will need to make sure that your employees have the tools that they need to accomplish their goals. By following these guidelines, you will be more succesful at giving effective feedback to your call center employees to drive revenue growth and results. 

To learn more about the tools that are available to help with your call center coaching needs, be sure to contact us today.

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