Does Your Agent Coaching Measure Up?
Posted by Shannon Cherry on Thu, Aug 19, 2010 @ 07:53 AM
Coaching is one of the most widely acclaimed methods of moving the needle in the call center. Surprisingly, though, many organizations have so little information on how much, why or even the amount of coaching that is conducted in their call centers. In such a highly-measured culture where sometimes it seems as if every action is tracked, coaching is one of the last holdouts.
Call center executives should implement a coaching scorecard to measure performance of supervisors and their agents. Investigate the correlation between coaching activities and agent performance improvement. Specifically, formulate a plan to measure coaching impact, coaching volume, and coaching focus.
Read more tips on how to create an effective coaching scorecard here.
Once you've begun using a coaching scorecard, the next step is to improve your coaching process. Standardizing, automating,and optimizing agent idle time are key steps to refining the call center supervisor's job.
Adhering to automated standard coaching processes allows supervisors to manage 20% larger teams. Optimizing idle time in call volume enables agents and supervisors to focus on improving performance. Are you taking advantage of these best practices in your call center?
For more coaching tips for the call center, read the Seven Fundamental Plays from the Coaching Playbook.
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