Side by side coaching

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 ūüôā

Next steps

Learn more about coaching and leadership in a call centre environment with articles written by industry leaders.

Upcoming Industry Events:

Chief Customer Officer Online ANZ

Event Organiser:
Corinium Intelligence

Budgets have been cut and CX professionals are expected to stay ahead of the curve and generally do more with less. Join Australia and New Zealand's leading CX experts as we discuss what's next in CX over for three FREE days of insights at CCO Online A/NZ!

Customer Service ‘Excellence’ – October 2020

Event Organiser:
CX Skills

The October 2020 Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments. The course is facilitated by global contact centre expert Daniel Ord over 4 x 4-hour sessions via ZOOM.

Auscontact 2020 Virtual Conference

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Given the challenges with COVID, this year the Auscontact 2020 National Conference will be virtual with a guest panel sharing their learnings and insights and Auscontact's new Research partner will present the findings from the latest Consumer CX Insights report.

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