Great leaders all have one thing in common. They are phenomenal communicators. Their words inspire, motivate and engage. Great leaders are also great coaches and lucky for some it comes naturally. But for the rest of us it requires some study, patience and practice.
To become a great call center coach you will need to focus on two main skills: praising and correcting. It is much easier to praise than correct but in reality it is praise that employees rarely hear.
Praising Made Easy
It’s hard to feel good about yourself and your job when all you hear are negative comments. To ensure your employees perform at optimal levels they will need to hear words of encouragement and praise from you. There are many effective ways to praise but we have found the below exercise most effective.
B = Behavior. Identify preferred behavior so the employee can continue doing it.
E = Effect. Explain how the behavior contributed to the customers positive experience, company bottom line or anything else that details why the behavior is desired.
T = Thanks. Always thank the employee. This shows appreciation, reinforces that the employee did a good thing, and encourages them to continue doing it.
Correcting in the Workplace
Although not as much fun as praising, correcting is a very important part of coaching. It is not easy to tell someone that he or she did something wrong or is not behaving per company guidelines but avoiding such issues will affect your teams productivity and morale. Use this easy to remember exercise to effectively correct.
B = Behavior. Clearly point out the incorrect behavior.
E = Effect. Explain the effect the incorrect behavior had on the customer, call, etc.
E = Expectation. Clearly state what you expect the employee to do differently next time.
S = Secure Commitment. Secure a commitment from the employee to try what you’ve asked.
Avoid Using “But”
Frequently, coaching sessions will involve both praising and coaching. Always praise first. This will relax the employee and allow them to be more receptive to correcting. Avoid using the word ‘but’ as a transition from praising to correcting. Using but will quickly negate all the positive things you just said. Instead use a segue such as,” Now let’s talk about…” as a smooth introduction to phase two of the coaching session.
Everyone benefits from call center coaching training. Employees will feel more appreciated and better informed. Supervisors and managers will see lower turnover, increased call quality and increased customer satisfaction. Being able to identify and correct call center employee performance issues in a timely manner is imperative for running a successful and profitable call center. Arm your employees with the tools to succeed and reap the rewards.