Intensive coaching and training are very important to make sure that an outbound and inbound call centre agent's work is of top quality. When clients outsource to a Philippine call centre, the performance of the agents are assessed and strengthened through coaching and training for lesser errors or none at all.
Administer consistent feedback to the agents. It is essential for them to know where their standing is in the performance charts. In addition to coaching, training and reorientation such as giving tips are a great way to motivate and improve productivity.
Here are effective guidelines that can make a coaching session even more effective.
A manager's feedback has more weight when it comes to evaluation. However, agents can participate by letting them contribute through by pointing out where they should improve. It is self-improvement at its simplest. Allow agents to listen to their calls so they can hear how they sound like and would want to improve it immediately themselves. The agent's own feedback enables the coach to see other possible lapses that may have been overlooked.
Coaching call centre agents is not an opportunity to give agents a rundown of their glitches and make them feel sorry for it. Commending an employee motivates them to do better and become more accepting of their mistakes and constructive criticism.
A good example is when an agent stutters as he assists an angry customer, appreciate the fact that he chose to provide customer service rather than hanging up the phone or becoming irate himself. Coaching call centre agents should be optimistic and a learning opportunity for the agent.
Coaching sessions often do not succeed because coaches forget to plan out long term fixes for the agents. Solutions should be designed to solve their shortcomings. Solely reviewing lapses together will not help. Examples through effective communication and demonstration is the best way to do so. Cooperation is the key to a successful coaching session.
A call centre outsourcing agent's performance depends on the coaching and evaluation of the manager. An excellent coaching plan enables the agents mistakes to be corrected accordingly to maintain quality work.