Training and coaching
"Training and coaching" represents the final step in the Quality Monitoring
Lifecycle before it repeats itself. Successful performance improvement - the true goal of
quality monitoring - hinges on this important step. Quality monitoring allows you to
identify weaknesses and address them with individualized improvement plans and changes to
your hiring and training programs.
Your call center most likely has training programs already in place for
new hires and for on-going training of existing agents. The topics addressed in this
tutorial relate to how quality monitoring impacts those coaching and training programs.
Overview
When you have the results of quality monitoring for your agents, you will give feedback
to each agent as discussed in the previous tutorial. However, this is not the final step
in the quality monitoring lifecycle. In fact, if this is your final step, you may find
your quality monitoring program ineffective. Agents can respond negatively to a quality
program if they perceive the program as simply evaluating performance and giving them
"scores." This negative view can add to the already problematic "big
brother" perception that many agents have about call monitoring.
On the other hand, if agents perceive that your ultimate goal is to help them improve
professionally and deliver better customer service, their perception will shift. Coaching
and training are the key elements to this important step in the lifecycle.
This step in the lifecycle has two outputs. The first output is the individualized
coaching and training for the agent. The second output is the improvement plan for
existing training and hiring programs.
For example, if you identify a pattern or repeating problem with many agents around
handling difficult customers, then you would need to address this problem with each agent,
but at the same time upgrade your current training program for new hires to strengthen the
training in this area. On the other hand, if you are finding a lack of basic computer
skills from the monitoring results, then your hiring criteria may need to be revised to
ensure that the right candidates are being selected for your center. The results of
quality monitoring enable a closed-loop feedback process into the other key management
areas of hiring and training.
"Must-do" coaching items
Your goal in coaching agents in this lifecycle approach is to create a development plan
that both you and the agent can agree to for a specified time period. This development
plan will include training and other opportunities for mentoring to address gaps in the
call monitoring results. Commonly used "must-do" items when coaching agents
based on Prosci's Call Center Best Practices benchmarking results are:
-
Communicate call center goals, expectations and measures regularly.
Keep agents informed of their performance, clearly linking their work performance to
overall call center operations.
-
Provide prompt feedback and comprehensive agent evaluations on a
regular basis. Always use credible and consistent measures when evaluating agents.
-
Involve agents when creating a development plan and performance
agreement that are beneficial for both them and the call center.
-
Recognize and reward agents when they meet goals. Use positive
reinforcement to encourage high-level performance and improvement.
"Must-not-do" coaching items
During the coaching session, you must focus on the positive outcomes you want to
achieve. From the
Call Center Best Practices report, study participants
have recommended the following when
coaching agents:
- Do not degrade agents.
- Do not be negative, rude or disrespectful.
- Do not "talk down"
to agents.
- Do not publicly reprimand or criticize agents.
- Do not display unprofessional behavior.
More "must-do" and "must-not-do" items can be found in
the recently released 2007 Call Center Best Practices Report -
How to be a Great Call Center Manager.
How is training delivered?
A common component of development plans for agents based on their quality monitoring
results will be training programs that each agent needs to improve their performance.
Training may be delivered in one of the following forms depending on what is available in
your call center:
Workshops
One-to-one training
Computer-based training
Video training
Self-paced modules
Seminars
Instructor-led training
The delivery method you choose will depend on the specific topics or issues of the
training. For example, the most effective delivery for "how to handle difficult
customers" is very different than information-based training on new products. You may
also choose to incorporate different media into the training. In some cases, you may elect
to use off-the-shelf training aides for agents when your internal training programs do not
address a specific need area.
For example, a three-part session on handling difficult customers might be completed in
the following steps:
- 30-minute seminar "How to handle difficult calls."
- 30-minute computer-based training from a third-party vendor.
- One-to-one coaching session with mock calls or role-plays.
Who performs training and coaching?
As with monitoring, the person(s) you select to perform training and coaching may
depend on a variety of factors, including:
the method of training
the topic of training
the level of the agent
the size of your call center
the level of monitoring you are performing
the person or group performing monitoring
You may already have a training team in place. You may elect to use successful, senior
agents for portions of informal training. Unlike the feedback process, training in new
skills and behaviors can be done by anyone who can best relate to that agent to teach and
develop those new skills. Possible trainers or coaches include:
When is training and coaching performed?
The timing of this training directly impacts the effectiveness of your quality
monitoring program. When training or coaching is delivered depends on the skill
gap or area for improvement that is identified during quality monitoring. Most improvement
opportunities can be placed in one of two timeframes.
Critical gaps in performance that have a direct impact on customers or on business
performance must be corrected immediately. Same day coaching or training should be
implemented in these cases.
Below average performance with skill areas such as product knowledge or system
navigation would be better addressed with scheduled development plans. These training and
coaching sessions may take weeks or months to complete depending on the availability of
the needed training and the scheduling availability for that agent.
Training for new agents
One of the most common uses for quality monitoring is performed during new agent
training. Managers can effectively use recorded or documented calls to model both good
practices and bad. Often, trainers will provide new agents with a transcript of the
conversation so they can follow along as the call progresses. This visual version of the
conversation also reinforces proper scripting.
Quality monitoring as a training tool provides:
A model of good and bad practices that can be seen and heard.
Methods for dealing with problematic circumstances (for example, an
irate customer that is handled efficiently and with tact).
Compares and contrasts different ways of dealing with situations.
Good examples and bad examples.
Closing the cycle
Remember that your call monitoring program is only effective if you create a
closed-loop process that allows each agent to improve, and that allows other key programs
in your call center to react to systemic gaps in performance including improvements to
hiring and training.
Summary
This tutorial provided guidelines for giving feedback from call monitoring. In addition to answering the
above questions when developing your monitoring program, it can be
beneficial to look at benchmarking standards of others in your
industry. Our 2007 Call Center Best Practices Benchmarking
Reports provide data to help you make the most of your monitoring
program.
Specifically, the Improving Call Center Business Processes Report
includes a section focusing on quality monitoring programs.
Topics addressed include:
