Frontline Agents Skills Audit and Coaching Plans


Download Marc Carriere’s Guide for conducting Skills Audits and Coaching Plans for frontline agents to ensure that any of their skill deficiencies or shortfalls are identified and then addressed with Coaching Plans to ensure they have the skills and tools needed to consistently reach their targets and KPIs.

SKU: 1414 Category:


One of the biggest challenges Team Leaders face when developing Coaching Plans for team members is figuring out where to start, and where to get the best expertise for those areas they aren’t necessarily strong in themselves.

One of the easiest ways for Team Leaders to identify any skill deficiencies with their team members is to conduct a skills audit that covers all the call handling skills of your Call Structure, as well as Product Knowledge, Systems Knowledge and the Administration skills needed to be top performers.

Skills Audits also make it much easier to identify if there are any skills areas that a number of team members need help in, so a decision can be made to provide individual or group training or coaching sessions to address skills needs.

The best thing about developing a Coaching Plan after conducting a Skills Audit is the confidence Team Leaders (and Call Center Managers) gain by knowing they’re taking a systematic approach to cover any skills deficiencies team members have with a plan to get them the skills they need as soon as possible.

Who Should Get This Guide

This guide is an ideal road map for Team Leaders and Call Centre Managers who want to stay on top of the skills needs of team members to ensure they have all the skills and tools needed to consistently reach (or even exceed) their targets and KPIs every month!

Easy to Follow

The Team Member Skills Audits and Coaching Plan Guide provides you with step-by-step processes that are easy to follow to set up both Skills Audits and Coaching Plans.

Each template can be easily amended to your specific needs and completed within 30 minutes (or less), and once done will only need to be changed as the areas for audit and coaching change.

The Frontline Agents Skills Audit and Coaching Plan is in Microsoft Excel and can be downloaded immediately after purchase.