Call center coaching is a crucial way to improve agent performance. But coaching isn’t only beneficial for agents—it also has a ripple effect on the entire call center. When agents feel supported and adequately trained in their jobs, they provide better customer service. In turn, KPIs and customer satisfaction scores improve. Coaching is an important investment to make in your agents and for the success of your call center. But the nuances of a call center can make coaching a bit unclear. Which goals and training processes should you prioritize in your customer service coaching plan?
We are here to help. Let’s explore what customer service coaching is, why it is essential, and how to implement it in your call center.
Customer service coaching is a quality assurance (QA) activity that supports the agent’s skills to provide a great customer experience. It is essential to distinguish coaching from annual performance reviews. Coaching is not a once-a-year task. Rather, coaching is a long-term, strategic tool to improve agent performance over time.
Customer coaching programs can incorporate the following tools in their process:
Well-trained agents give a better customer experience, and it’s as simple as that. If an untrained agent tries to handle a customer call or complaint, things can quickly get messy. Throwing an untrained agent out onto the lines is incredibly frustrating for customers and crushing agent morale.
Customer service coaching is a fantastic way to improve agents' soft and customer service skills and show your investment in your agents. Your employees want to feel engaged in their work; 74% of workers think they are not reaching their potential in their jobs because of a lack of development opportunities.
Excellent customer service coaching delivers dividends, including:
Although many people use the terms interchangeably, customer service coaching differs from call center training and call center training, although many people use the terms interchangeably. Training is a shorter-term initiative. It refers to specific projects to work on and improve within its goals. But coaching is a broader view.
Coaching is a process-improvement tactic designed around an agent’s individual goals. Because coaching focuses on individual employees, most commonly used one-on-one coaching techniques. Finally, coaching is part of the company culture and gives agents timely feedback and insights.
Top-notch customer service coaching is built around the needs and goals of your specific agents. That’s why coaching is most beneficial when used in conjunction with a quality assurance program. The agent self-evaluation feedback gathered in the QA program can directly feed into the coaching process, helping shape the agenda around what agents want to learn most.
Here are a few ways you can ensure your customer service coaching will hit all the right marks:
Now that you understand the importance of customer service coaching, you can utilise your call centre's customer service coaching program and customer service coaching program in your call center. Following these best practices is a great way to ensure you aim for the right goals in your program.
Customer service coaching has many benefits. It can encourage, motivate, and inspire call center agents to grow in their roles and learn new skills. But achieving these positive results depends on the depth of your coaching. Investing in a customer service coaching program as part of a quality assurance plan can ensure you provide the right tools to your agents while setting your call center up for success. Scorebuddy’s customizable quality assurance platform can help you understand the strengths and weaknesses of your training processes through tailored, strategic analytics. Learn more by requesting a free trial today.