Frito Lay - 9 Steps for Coaching Call town Agents
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9 Steps for Coaching Call town Agents
The call article recipe 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:
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1. Randomly article 2 -3 telephone calls. Random recording is important. Do not article 3 calls back to back or on the same day, as your employee 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. Characterize 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 execution improvement.
3. Play one tape and let your employee listen. While the playing of the tape, you do not need to respond.
4. Have your employee answer to the tape. After the tape is played, ask your employee to respond. Most employees will be overly self-critical. Your employee will likely note many opportunities for revision and struggle to declare what they've done well.
5. Coach the call. Use the "sandwich" approach. Tell your employee what s/he did well, followed by constructive feedback, and then end with obvious feedback. When gift constructive feedback, share only one occasion for improvement. The employee has likely observed and stated any revision opportunities so there is no need to bring these up again Try to mention one thin g the employee did not bring up and offer this as your constructive feedback.
6. Gain commitment for execution improvement. Ask the employee, "What specific steps will you take over the next 5 days to heighten in this area?" Write down what the employee states and repeat it to her. Summarize the session by reiterating strengths and gift a vote of trust that she can heighten 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 employee may answer defensively stating that was just a "bad" call. If that is the response, you may pick to Characterize a second or third tape.
8. Follow-up before the next agent coaching session. Check with your employee in between coaching sessions to keep the commitment top of mind. You can touch base with your employee via email or a personal conversation.
9. Discuss revision in next coaching session. Before listening to calls in the next coaching session, ask your employee how she's progressing toward the goal of the last session. Look for revision on calls reviewed in this session.
This 9-step call town agent coaching model is simple, clear and it both praises employees and offers preserve for revision opportunities.
When you succeed this 9-step process, you will set clear execution expectations, coach effectively and consistently and at the same time you will be motivating your employees.
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