Suffering from poor agent performance and not reaching targets is a common occurrence in the contact centre industry.
Managers facing such issues approach their staff and try to push them to work harder and just “be” more efficient as if that alone was enough to boost their productivity as well as solve underlying causes.
But as with all choices made under pressure, this one isn’t the optimal solution. Team leaders and supervisors often think they are coaching their contact centre agents but in reality, they are simply highlighting problems and ask to “magically improve performance”, without providing any coaching whatsoever.
Improving coaching skills should be a priority for each and every supervisor.
Support & challenge
Remember, your staff is already frustrated and demotivated after not being able to hit the predicted targets. Those relatively easy goals are becoming impossible – adding more pressure from their managers could be fatal to your business.
Support and nurture your agents, especially when morale is down. Provide challenges as well as goals to reach but at the same time establish clear and reachable goals.
The “I want to…” not “I have to” approach
Time should never be a reason for a poor coaching session or a complete lack of one. This is your job as the manager – don’t ever label coaching as “wasted time”.
Remember to engage the coachee in such a way, that he or she will leave the session with a sense of involvement in the coaching process, help them identify the problem themselves – this will strengthen their desire to improve their skills.
Highlight the good and the bad, give your agents “contrast”. Encourage self-development, it’s a great asset, especially in the outsourcing industry.
The coaching plan
Prepare a solid coaching structure, one that addresses each potential issue, remember about proper questioning techniques. The plan is vital, it will bring consistency to your sessions and will put the “value” back into coaching as an art form.
Just be sure to keep it simple, clear and involve agents as much as possible – interactive coaching is the best possible solution to performance issues.
- Introduce; make it clear from the get-go, what is expected from both parties involved and what should be the outcome.
- Pinpoint; the problematic area by listening to recorded calls, reviewing data entry quality or missed sales opportunities. Finding and reviewing particular problems alongside the agent will provide tremendous insight when you compare both sets of information.
- Summarise; make notes, ask simple open questions. Ask the agent, what they did well and what areas need to be improved upon? Let them explain “How” will they improve, offer tips and exercises.
Through proper engagement during coaching sessions, you will create value for the activity – no longer, will it be considered a mere “time sink” by agents and managers alike.
The feeling of self-development is a tremendous morale booster and will benefit your staff as a whole.
Your business will thrive thanks to improvements in key areas such as; customer contacts, sales conversation, staff and customer retention.