Intensive coaching and training are important to make sure that the agents of an outbound and inbound call center delivers high-quality work. When clients outsource to a Philippine call center, the agents’ performance are regularly evaluated and improved through coaching and training, leading to fewer errors or none at all.
Provide consistent feedback to the agents. It is important for them to understand how they are performing. Besides coaching, training and reorientation, such as giving tips, can motivate agents and boost their productivity. Here are some ways to make coaching sessions even more effective:
A manager’s feedback has more weight in evaluations, but agents should also participate by identifying where they should improve. This approach promotes self-improvement. Allow agents to listen to their calls so they can hear how they sound and learn what they should improve on. Their feedback helps coaches see other possible lapses that may have been overlooked.
Coaching call center agents should not be about listing their mistakes and making them feel bad. Instead, it should focus on recognizing their efforts, which motivates them to improve and accept constructive criticism more easily.
For example, if an agent stutters while assisting an angry customer, commend them for continuing to provide service rather than hanging up or becoming irate. Coaching should be positive and viewed as a learning opportunity for the agent.
Coaching sessions often fail because coaches overlook the importance of planning long-term solutions for the call center agents. Simply reviewing mistakes together is not enough. Coaches should focus on designing solutions addressing the agents' shortcomings instead. Demonstrating and communicating these solutions effectively is important. Cooperation between the coach and agent is key to a successful coaching session.
The performance of a call center outsourcing agent depends on the coaching and evaluation provided by the manager. A well-structured coaching plan helps correct call center agents' mistakes, ensuring they maintain high-quality work.