Summary
By providing effective coaching, call centre trainers can equip agents with the necessary skills and knowledge to handle customer interactions efficiently. But a common call centre coaching challenge is that it takes a significant amount of time, both in terms of preparation, execution, and follow-up. After all, how can you scale coaching when you have multiple customer service representatives handling hundreds or even thousands of calls?
In this article, we will explore what call centre coaching is, call centre coaching technology that streamlines and scales the process, and share eight best practices to create a stellar call centre coaching strategy.
What is Call Center Coaching?
Call centre coaching is a process through which trainers guide and support agents to enhance their skills, knowledge, and performance when handling customer interactions. Coaching involves providing feedback, offering training, and implementing strategies to help agents deliver exceptional customer service and achieve their performance objectives.
Technology like VoIP software has become a key tool to facilitate coaching, with multiple features that automate, streamline, and ultimately optimise your call centre coaching. Whether your focus is sales prospecting techniques or customer service, a VoIP phone can provide strategic insights and tools that empower managers and agents to do their best work.
8 Call Center Coaching Best Practices
1. Set Clear Expectations
Clearly communicate performance expectations, goals, and targets to agents. Ensure that they understand the company's standards and key performance indicators (KPIs) they need to meet.
On this point, IP telephony can be extremely helpful. That's because it provides a comprehensive reporting dashboard with important metrics like wait time, average call length, pick-up rate, and more. With this dashboard at your disposal, you'll be able to mark a starting point for each agent and easily track their progress. Plus, you'll be able to identify specific metrics that need improving, and target the training accordingly. All in all, this type of resource means you'll have accurate information about each agent's performance and communicate what metrics need improvement.
2. Provide Ongoing Training
Offer regular training sessions to help agents develop and refine their skills. Focus on areas such as active listening, effective communication, problem-solving, and product knowledge. Ongoing training keeps agents updated and empowers them to handle customer queries competently.
When it comes to experienced agents, sometimes both coaches and agents can get too comfortable and forget to continuously improve skills. That's why it can be helpful to have a tool like Empower, an AI-based conversation intelligence software which provides significant insights into agent performance and customer satisfaction. Empower identifies moments of high emotion in the call, identifying what's being expressed thanks to sentiment analysis. In combination with automated call transcription and even translation to certain languages, this software allows for agents and managers to understand where the customer service script or sales pitch needs refinement.
3. Deliver Timely and Constructive Feedback
Provide agents with constructive feedback on their performance. Regularly review call recordings, identify areas for improvement, and discuss them with the agents in a supportive manner. Highlight both strengths and areas that require development.
To assist in this process, Ringover provides multiple features that allow coaches to review and upskill agents. For instance, managers can monitor calls to see how the agent interacts with a live client, and pass feedback to the agent once the call has concluded. If the agent is having a hard time in a call, a manager could also provide advice live thanks to a feature known as call whisper, which allows the coach to speak to the agent without the customer knowing. Being able to provide feedback using examples from agents helps to drive information home so agents can successfully remember and apply it even while under pressure during calls.
4. Implement Role Playing
Utilise role-playing exercises during training sessions to simulate real customer scenarios. This allows agents to practise handling different situations, improving their confidence and ability to provide the best possible customer experience.
5. Encourage Self-Evaluation
Encourage agents to evaluate their own performance after each interaction. This self-reflection helps them identify areas where they excel and areas that can be improved upon. Agents can develop their own action plans for self-improvement.
Once again, having tools like Ringover and Empower given the agents autonomy to track their own performance thanks to reporting dashboards. As such, it's much easier for them to make data-based self-evaluations. Once they've self-evaluated, they can learn best practices from teammates who excel in those areas, and rapidly improve their own performance. Analytics access makes all the difference!
6. Promote Continuous Learning
Foster a culture of continuous learning within the call centre. Encourage agents to share best practices and success stories with their colleagues. Provide access to resources, webinars, and industry insights to keep agents engaged and up-to-date.
7. Offer One-on-One Coaching Sessions
Conduct regular one-on-one coaching sessions with agents. Use this time to address individual performance concerns, provide personalised feedback, and offer guidance on overcoming challenges. These sessions help build rapport and trust between trainers and agents.
8. Recognize and Reward Achievement
Recognize agents who consistently meet or exceed performance goals. Celebrate individual and team achievements to boost motivation and morale. Rewards can include incentives, public recognition, or career advancement opportunities.
Call Center Coaching FAQ
How do you train for a call centre job?
Training for a call centre job typically involves a combination of classroom sessions, product knowledge training, role-playing exercises, and on-the-job training. New agents learn about company policies, customer service techniques, and system processes. They also receive training on handling different types of customer interactions. Here are 10 steps to follow when training for a call centre job:
- Orientation to meet relevant people and learn policies, procedures, and company culture.
- Cover product and service offerings so the agents understand features, benefits, and common queries.
- Learn tools and technology in use so they can use features like call routing and integrations with other software like Bullhorn, Salesforce, or HubSpot for example.
- Emphasise active listening.
- Outline effective communications skills include phrasing, tone, and concise language.
- Lay out the proper customer service etiquette to make a good impression on callers.
- Engage in role play and simulations to practise skills in a safe space.
- Ensure quality customer service with call monitoring.
- Continue education of agents and managers so your service continues to elevate.
- Deliver regular performance evaluations and feedback so agents understand where they are at and where they should be.
How can I be a good call centre trainer?
To be a good call centre trainer, it is important to have the following:
- Excellent communication skills
- A deep understanding of customer service principles
- The ability to motivate and inspire agents.
- Actively listen to agents' concerns
- Provide constructive feedback
- Create a positive learning environment
- Continuously update your knowledge of industry trends to deliver effective training
What is coaching in customer service?
Coaching in customer service refers to providing guidance, support, and training to agents to enhance their customer service skills. This ongoing process focuses on helping agents improve their communication, problem-solving, and empathy, resulting in better customer experiences and increased customer satisfaction.
