The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Heres a 9-step plan for effectively coaching call center agent phone calls:
1. Randomly record 2 3 telephone calls. Random recording is important. Do not record 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 afternoons calls, but is not necessarily reflective of their typical performance.
2. Review the calls and note strengths and opportunities. Before meeting with your employee, listen to the calls and note what they did well and identify 1 2 opportunities for performance improvement.
3. Play one tape and let your employee listen. During the playing of the tape, you do not need to respond.
4. Have your employee respond 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 improvement and struggle to articulate what theyve done well.
5. Coach the call. Use the sandwich approach. Tell your...
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