On the Job Coaches

[rheebles]

I work in a call centre with approximately 200 staff. We have 3 full time coaches who work to increase the staffs' selling and system skills. Is this enough? I constantly feel that we don't have enough time to get around to the really important things that we'd like to coach, and instead we're always doing "band-aid" fixes. Can anyone tell me how many coaches they have in their centre?

[CASR]

Years ago when I was with a different company, we had 3-4 coaches for maybe 60 people. I think you need more if you plan on getting true coaching done.

[C-ONE]

Hi,

We have aprox 1 coach for every 12 agents (6 total) . Seems to be working well. Anytime we get above that ratio, we start to see problems.

[rheebles]

Thanks for the replies everyone - looks as though we're way under in resource allocation to what we should be.

Cheers....

Marie

[anjula]

Team Leaders can act as coaches; specialized coaching on the feedbacks by Call monitors and QA can be taken care of by Trainers.
Process related training can be imparted by TLs, whereas batch of 15-20 can be made for specialized training on soft skills, voice and accent, American culture, Tele etiquettes and Sales can be taken care by the Trainers. 3 such batches each day by each trainer would cover around 80 agents a day. Conduct such training in batches by trainers. Product specific and process training can be taken care by the TLs it will save the cost and increase the efficiency of TSRs and Call centre.

Hope this helps