When to Implement
CALL COACHING
In the very early stages of a business, you may only
be training employees on tools and processes. After
initial training, that knowledge can be used to improve
on their trained skills, and coaching becomes the best
way to boost your business.
Look for the following signs that it’s time to begin coaching:
You want employees to develop performance in specific competencies
using performance management tools.
You have talented employees who are not meeting expectations or
whose performance can be improved (for example, by raising
appointment setting rates by 10%).
You introduce a new system or program and employees need to
achieve certain levels of results using it (for example, recovering
missed customer calls).
You have recently hired new staff and need to bring them up to speed
with the other call handlers’ skills as quickly as possible.
11