Coaching Feedback Procedures

[cuelc001]

Help us !!! We are in dire needs of some ideas on how to implement a procedure to have on the job coaching take place and manage call volume. Some coaching sessions last for 30 minutes, while other last for over and hour ?? Are there some centers out there that schedule thier coaching session ? The center that I work @ perefers to use an Ad-Hoc type method for it's coaching and now it is not working very well.

**If this center actually managed the coaching group like we do the agent's then we could schedule coaching session. But you guessed it, we don't- Please gimmie some ideas from you guys** . Thanks

[Stefan Johannsen]

Hi,

we had the same problem in a 50 Agent Call Center and went for a Coaching tool in combination with a Call recorder. System we use is ENVISION, not neccessarily the classic Call Recorder but a great coaching tool. Making little clips and sent these to the agents is extremely easy, plus, the system sees when the agent has time and sends everything out then....!
I know that other systems can do similar things, so check around for a system that works best for you....
Pretty cool, and we were NEVER able to use the Agents and Coaches/Supervisors time THAT efficiently!
We are now completely away from SIDE-BY-SIDE coachings, 'just' offering a weekly MINI-SEMINAR (10 Minutes max) to all agents regarding NEWS

[Donnella]

Hi there

Findidng time is always a problem, but I must say that automated systems sound useful, but that would not meet the face to face learning style needs of many staff.

In the past the most successful system I have observed is directly linked to call evaluation. The calls can be sampled, and time to evaluate this with the individual can be scheduled to include the required coaching. Utilising team meetings for short episoded of general coaching is also a good use of time.

All centres face the need to balance this with the need for agents to be available - the only consolation is that if this aspect of development is given the time it needs, then call volumes will reduce because of competent responses and retention of staff will increase, saving you a fortune.

No miracle cures I am afraid

Donna

[katalina67]

Hi
There would be a lot of questions to ask, however from what you say so far, you need to limit the time for coaching. The coaching method I use is to first say something good, then one item for improvement, then another item that is good. If a person is really lacking in some items, send an email to their team lead/supervisor for some one on one training/coaching. That is what they are hired for. (I worked on a quality team that does listens for a living, 350 agent call center, 24/7, somewhat technical, avg. call time 20 minutes, 5 listens per agent per week-1 to 2 to be done by team lead each week)
We coach all calls within an hour of being listened to, when possible. I have worked for companies that do record their calls, and then listen to within a week, then coach a week or two later after that. To me that wasted more time because you have to re-listen to the call to try to learn anything. If it is coached within a few calls there is a higher chance one will remember. And one will learn and retain the information for their next calls.
If your coaching sessions are lasting that long, you may want to consider up-training, or refresher courses where people are lacking whether technical or customer service/quality issues. This way you coach (train) 15 to 20 people in a class for one hour, instead of coaching for 15 to 20 hours.
We have had people who just want to sit and chat just to stay off phones too, may want to keep that in mind too. Is it the same people? Are they retaining the information that is coached, or do you have to say the same things to the same people?

[Babalou]

Hello,
Our call center of 24 agents began using a manual method of monitoring/coaching back in November of 04. I created a schedule a month in advance and tried to stick to it. If the session was not possible for that day, I set the schedule so it can be rescheduled within the same month.
Silent monioring and then coach within a one hour window. We then saw the value of tape recording the calls and playing it back to the agent when we coached.
We are in the process of installing Witness System. It's an all in one tool to not only monitor the call but also view what PC programs they are using to get their answers. I am very excited about this tool.
However, time is the critical factor. Management must be made aware that you must make time in order to make coaching work. The commitment is essential for the program to work. It also allows an agent to improve on any shortcomings, or as we call it, an opportunity to improve.