Below are three ways that your business can benefit from implementing call coaching.
Managers are not Coaches
Although mentorship is usually included in managerial KPIs, listening to recorded
calls, evaluating those calls, finding missed opportunities, and setting goals with call
handlers is key to evaluating and coaching call handlers. This can quickly become a
full-time position. Utilizing a third party scoring system and call coach allows managers
to accomplish their full time role and manage the process rather than try to own it.
3rd Party Scoring vs Self Scored Calls
Call coaching requires calls to be evaluated
against consistent criteria and an impartial scorer.
An unbiased call analyst will consistently score
and evaluate calls giving the organization a true
evaluation of performance. A call coach will use the
score calls to find performance gaps and create a
plan for improvement.
Positive Unbiased Feedback
A key element of creating an environment geared toward learning
is feedback. A typical feedback loop requires negative and positive
input to provide behavior or habit changes. A third party coach can
share in wins and help overcome challenges by being outside of
the day-to-day work environment.
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