Side-by-side coaching in call centres is the process of physically sitting next to an agent and providing them with some coaching before, during and after a call.
Benefits of side-by-side coaching
Side-by-side coaching provides an effective means to review how a call centre agent interacts with information around them (manuals, systems etc.) enabling the Team Leader to provide instant feedback on ways efficiencies can be improved.
Through the use of double-jacking, the Team Leader can also listen to the call and provide support and guidance to the call centre agent during and after the call on how the agent handled the call or even to provide some guidance during the call.
This makes it an especially useful tool for new starters.
Of course, having a Team Leader on the floor is also a great way instantly improving the performance of all agents in the nearby vicinity 🙂
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