Since the program’s inception,
call center agents have reported
a greater sense of empowerment
and accountability on the job. They
are also applying coaching skills
their managers. One agent said,
“During coaching conversations, my
manager doesn’t tell me what I need
to work on. He asks me what I want
to work on.”
In addition to yielding positive
business impacts, coaching has
helped enhance the lives of callcenter leaders and employees. In
a program evaluation, one leader
who’d completed coach-specific
training reported, “I’ve used
coaching as a parent in helping
my daughter overcome her fears. I
beamed with pride recently when
she saw me get nervous and helped
me by reminding me of how I had
[used coaching skills] with her.”
Meanwhile, call center agents
report that, as a result of coaching
conversations, they have a better
perception of their relationship with
As Rogers’ coaching offerings evolve,
the coaching program’s leaders and
champions say that they’ll continue