Coaching requires a Team Leader or Manager to spend dedicated time with an employee to provide feedback, support and training to improve their performance and well-being.

Unfortunately, it doesn’t happen anywhere near enough in call centres as the Team Leaders are often so overwhelmed with administrative tasks that there is little time left for coaching.

Best practice call centres will often have very clear KPIs for Team Leaders on the amount of time they need to coach each day/week/month as simply put, there is no more effective or important use of a Team Leaders time to influence performance. 

The most effective method is Side by side coaching and one-on-one meetings.

Asides from improving performance, spending time with your employees enables you to get to know them as individuals.

Whether it’s just in-between calls, or through a more formalised meeting, understanding what motivates your employees and showing a genuine interest in their wellbeing is one of the best ways to boost engagement levels.

Recommended further reading:

Did you know the number one reason for employee attrition is because of management?

Get some great tips with some articles written by industry experts on:

Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

Be the first to comment

Leave a Reply