In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center.
Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as a critique, but in this business, it’s nothing personal and has everything to do with simply making our company better.
Whether you’re coaching an associate or you’re the person being coached, there are a few things you should know.
No one is out to get you. The first time you are monitored or someone coaches you on your performance, you might anticipate nothing but negative feedback. Callcentrehelper.com states “Monitoring that is collaborative rather than prescriptive, inclusive rather than authoritarian, is likely to lead to more acceptance and co-operation.”
It’s all about the little things. A small mistake here, a wrong word there-those tiny little things can add up and become habitual problems. When coaching, make sure you pay attention to detail to insure the associate is on the right path.
Quality sessions are key. It does not do any good to passively offer vague and minimal suggestions for improvement. In order for someone to truly benefit from coaching, they must be given detailed, quality feedback.
Allow for self-assessment. The best way to truly understand what you’re doing wrong is to hear it yourself. GCS associates have the ability to listen to their own calls to find out what areas they can improve on.
Coaching should be frequent. Associates should receive some type of monitoring and/or feedback everyday.
Know what’s expected of you. If you’re an associate, you should know what is expected of you in your role at GCS. If you’re coaching, make sure the associate understands what you’re looking for and what the goals are.
Be eye-to-eye. Nothing is more intimidating than having someone hover over you while you work. Whether you’re coaching or being coached, make sure both of you are at eye level of each other.
Make use of the information you gather. When calls are monitored, you can uncover precious gems of information-best practices, phrases to avoid, scripting changes, tips and tricks, etc. Share this information with others so learning can also be facilitated beyond the monitoring session.