All contact centers strive to deliver top-notch service. It’s a lofty goal indeed and one that’s perpetually a work in progress.
This is why coaching is such a vital part of quality control for call centers. Whether you’re dealing with a new agent or a current one who’s struggling on the job, ample training ensures that your team can do its functions efficiently and effectively.
If you’re providing coaching but still not seeing the results you want, it may be time to revisit how you go about this task.
A smarter way to train agents
First of all, training people is a challenging task — there are no two ways about it. However, while coaching programs are well intentioned, they often have gaps that prevent them from truly addressing the issues at hand. Take stock of your coaching systems and see if they exhibit these shortcomings:
- You’re taking a one-size-fits-all approach — No two agents are the same, so why should all training programs be structured the same way? Good coaches know that for lessons to stick, they have to vary their approach depending on who is being mentored. You also have to truly understand what aspect your agent is struggling with so you can tailor a plan to address it. Luckily, by using quality management tools like Zacoustic, you can easily determine how calibrated an agent is depending on various call types. Since you know exactly where the area for improvement is, you can deliver more targeted and effective coaching.
- You have a data blindspot — Sometimes, coaching is ineffective because you don’t have all the information you need. After all, only about 5% to 20% of people answer the satisfaction survey after a call. In short, you have a very small sample of data to base your training programs on. With Zacoustic’s QA software, each agent answers the customer survey as well and tries to predict how satisfied the caller is. In short, each and every call is rated because agents act as consumer proxies. With a broader data set, it’s easier to see gaps that your coaching program would have otherwise missed. Because training programs and feedback are data-driven, agents are also typically more receptive to them.
- You don’t monitor performance post-training — Coaching isn’t a one-and-done deal; rather, it’s an ongoing process. While you may have trained an agent to follow best practices, you have to verify that they are applying these lessons to their job. In the days and weeks after coaching, pay close attention if an agent’s metrics are improving. You can readily check post-training performance on Zacoustic’s dashboard, which helps you decide if the agent needs further training or not. This feature is especially helpful if you have several subordinates who are simultaneously undergoing coaching.
Coaching is more than just equipping people with the skills they need to do a job—it’s about investing in the growth of your agents. To do that, however, you need to make sure that your training programs are both useful and insightful.
Sign up for a free consultation today to learn more about how Zacoustic’s employee experience optimization platform can help improve how you deliver coaching sessions to your team.