One-on-one meeting

A one on one meeting typically refers to having a conversation with a call centre agent off the phones and it’s a powerful method to engage and coach your employees in a call centre.

A one-on-one meeting is where the Team Leader or Manager spends time directly with an employee off the phones to provide feedback, encouragement, support and guidance to improve their performance and wellbeing.

What’s the purpose of a one-on-one meeting?

It can be used for a variety of purposes.

The key with a one-on-one meeting that it’s just the manager and the employee so there can be a dedicated focus on the employee as opposed to meeting in a team-based environment.

A one-to-one meeting can be used for:

  • Getting to know the employee (as in taking a genuine interest them as a person)
  • Just checking on the welfare on the employee if they seem a little ‘off’.
  • Provide coaching and training.
  • To discuss performance in a private setting.
  • Relay important information

Where is a one-on-one meeting conducted?

If using the one-on-one meeting for coaching, the meeting can be held “on the job” observing how the staff member performs and then providing immediate feedback and training/coaching.

One-on-one coaching doesn’t always involve double jacking, although this is typically the most common form of one-on-one coaching used in a call centre.

Typically though, the meetings are held “off the floor” where there can be some privacy with the discussions.

How often is a one-on-one meeting?

It depends on how committed you are to engaging and developing your staff.

At a minimum, we recommend at least one hour per month per agent.

Learn more:

To be an effective leader you need to continually hone your coaching and leadership skills.

Whilst there is lots of content around, we’ve got some great articles written specifically for CX leaders that we think you’d enjoy:

Get tips on how to improve your coaching and leadership skills in a call centre/CX environment

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Virtual Coffee: Decision Making

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CX Skills

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

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During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

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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
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- Why trust is even more vital than it ever has been, amid the COVID crisis.

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