9 Steps for Coaching Call center Agents

Fritolay - 9 Steps for Coaching Call center Agents

Hello everybody. Today, I found out about Fritolay - 9 Steps for Coaching Call center Agents. Which may be very helpful to me and also you.

9 Steps for Coaching Call center Agents

The call report formula is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here's a 9-step plan for effectively coaching call town agent phone calls:

What I said. It shouldn't be the actual final outcome that the true about Fritolay. You check this out article for info on anyone need to know is Fritolay.

Fritolay

1. Randomly report 2 -3 telephone calls. Random recording is important. Do not report 3 calls back to back or on the same day, as your laborer may be having a bad day and this may be reflected in all of one afternoon's calls, but is not necessarily reflective of their typical performance.

2. Divulge the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and recognize 1 -2 opportunities for operation improvement.

3. Play one tape and let your laborer listen. While the playing of the tape, you do not need to respond.

4. Have your laborer acknowledge to the tape. After the tape is played, ask your laborer to respond. Most employees will be overly self-critical. Your laborer will likely note many opportunities for correction and struggle to contend what they've done well.

5. Coach the call. Use the "sandwich" approach. Tell your laborer what s/he did well, followed by constructive feedback, and then end with safe bet feedback. When gift constructive feedback, share only one occasion for improvement. The laborer has likely observed and stated several correction opportunities so there is no need to bring these up again Try to mention one thin g the laborer did not bring up and offer this as your constructive feedback.

6. Gain commitment for operation improvement. Ask the employee, "What definite steps will you take over the next 5 days to improve in this area?" Write down what the laborer states and repeat it to her. Summarize the session by reiterating strengths and gift a vote of belief that she can improve in the identified area.

7. Repeat steps 2 - 6 with a second and perhaps third tape if necessary. The point of numerous recording is that an laborer may acknowledge defensively stating that was just a "bad" call. If that is the response, you may pick to Divulge a second or third tape.

8. Follow-up before the next agent coaching session. Check with your laborer in between coaching sessions to keep the commitment top of mind. You can touch base with your laborer via email or a personal conversation.

9. Discuss correction in next coaching session. Before listening to calls in the next coaching session, ask your laborer how she's progressing toward the goal of the last session. Look for correction on calls reviewed in this session.

This 9-step call town agent coaching model is simple, clear and it both praises employees and offers support for correction opportunities.

When you succeed this 9-step process, you will set clear operation expectations, coach effectively and consistently and at the same time you will be motivating your employees.

I hope you obtain new knowledge about Fritolay. Where you may offer used in your daily life. And most importantly, your reaction is passed. Read more.. 9 Steps for Coaching Call center Agents.

Posted in: Agents, center, Coaching