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Posts Tagged ‘call coaching’

  One of the advantages of working in a call center is that it’s easy to measure and record just about anything.  In the better call centers they do a lot more coaching and use recorded calls in their coaching sessions.

The question that always comes up is how many calls or how frequently should you be doing call coaching?  The real answer is that you should be doing it a lot during training or when agents are learning something new and then less often or seldom when they have reached a high level of proficiency.  At that point, you’re moving away from coaching as a learning experience to monitoring for performance evaluation purposes. 

One of the major challenges in doing call monitoring is that you can go through a lot of calls before you find something that you want to work on.  There is such a wide range of calls that agents take you can spend hours before you hear a call that focuses on what you want to teach. 

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