In our experience with virtual call center software setups around the world, we find that a call center is only as successful as its agents are. That’s why you should be continually training and coaching your agents to achieve success. The call center managers we work with are constantly looking for ways to perfect their coaching techniques so we decided to highlight our most successful tips that call centers of any size can implement. In this article we’ll discuss 5 ways that managers can effectively coach call center agents.
1. Measurable Goals
The easiest way to improve an agent’s performance is to make their progress measurable. This allows them to track their improvement and understand what goes into achieving their goals. Faster response time, more answered calls and higher customer service levels are all examples of measurable goals that you can implement in your call center.
2. Ask For Input From Your Agents
Coaching isn’t a one-way conversation between a manager and an agent. Your agents should feel comfortable expressing their concerns and successes with you. This two way conversation will allow you to see what the agent thinks they excel at and what they think they need improvement on. With this tip, you’re getting important first-hand feedback from your agent.