How to Support
To set up a successful
and effective call coaching
program, the company and
internal managers need to
support their employees’
coaching efforts.
CALL COACHING
Internally
Accountability: hold
call handlers and
managers accountable
for sales goals
Help call handlers
practice new skills
until they
master them
Encourage call
handlers to discuss
their performance
and goals
Provide team members
the support needed
to make progress
Create a culture
of peer-to-peer
learning and positive
reinforcement
Coaching requires managerial support, but many frontline managers lack the skills required to develop their
direct reports. Since managers juggle multiple responsibilities, career and skill development often fall to the
wayside leaving department performance improvement to chance.
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