Call centers rely heavily on the value of their staff. Recruiting the right staff, providing effective training and sustaining the level of engagement of staff is a key aspect of the work for the call center manager.
There is a plethora of support available if the manager knows where to focus their attention and how to use resources to achieve maximum benefit. Utilizing call center coaching tools is a necessity in running a productive center.
If you’re looking for a little inspiration, here are 10 call center coaching tools to help you get your call center agents in shape.
Within the call center there is a wealth of experience and knowledge. One of the most effective ways to tap into this resource is to use a buddying system. Here new staff are paired with more experienced colleagues and encouraged to acquire knowledge through observation and listening.
The benefit of this approach lies in that it is relatively cost effective and it allows experienced staff to feel that their expertise is acknowledged and valued.
It also allows a more relaxed environment where a newer member of staff might feel less intimidated and more able to ask questions.
2. One-to-one coaching with a trainer
One of the most effective call center coaching tools is one to one coaching with a trainer.
Although similar to the buddy system, in one-to-one coaching, the trainer will actively participate in the trainees learning, offering advice and guidance.
As with all training tools, it work best when agents recognize the support and use it as an opportunity for personal development.
3. Monitoring repeat offenders
While most staff will engage in the learning process, there are always staff who for some reason cannot or will not adapt and learn. In such cases, utilizing monitoring data analysis can help to identify staff members who repeatedly make the same mistake. Quality analysis is an important call center coaching tool as it places a firm expectation of development on staff.
With PlayVox, you’ll be able to track individual and team KPIs and coach based on specific needs so your call center can operate at maximum capacity.
Not to mention, defined consequences can be applied for repeated underperformance.
To achieve consistency in the call center and communicate expectations, it is necessary to check that trainers are all on the same page.
Even if your managers are all using the same scorecard, sometimes, scoring can vary according to an individual’s personal benchmark.
As a result, weekly benchmarking sessions can be an invaluable tool for training and development. During your benchmarking sessions, set the standard of how calls should be scored, what is excellent, good, okay, and not so great.
Let the group also give their individual score and see how you match up. Follow up with a discussion of why the score was given.
While you will probably never 100% agree, it is possible to make grading more consistent through well built scorecards. Clearly outline expectations of a customer service interaction and don’t be afraid to get into specifics.
Sometimes the most effective call center coaching tools are the tools that make you work harder and allow your staff some time to breathe.
Here, having a collection of training presentations can work wonders. Popular presentation subjects are soft skills, handling escalations and dealing with challenging customers.
With a presentation, your staff can take time off calls and refresh their knowledge without feeling that there is an over expectation for them to step up and prove their worth.
Often, presentations are seen as a bit of downtime but as the meeting continues staff will naturally engage in the process and start to talk about their own experiences.
6. Interactive games
On occasions it is beneficial to engage staff in training games as a call center coaching tool. There are a multitude of games available which allow training and development in a light-hearted environment.
This can not only serve as effective training, but also as a team building activity. Since call center staff invariably work hard, a game session may lift the mood of the center and refine skills at the same time.
7. Initial training program
The biggest challenge for a call center is to hire talent and retain them. This means that investing heavily in a robust initial training programme is vital.
An on-boarding program not only trains for the job, but also defines the company values and expectations.
This gives newcomers the opportunity to not only learn more about the operations and prepare for their role in the call center, but also to give them the opportunity to bond with their colleagues and explore their new environment.
8. Utilize software for data analysis
When considering call center coaching tools, software is always a great solution to help turn all collected data into sometimes meaningful and useful.
Software such as PlayVox help you monitor customer interactions to identify strengths and weaknesses in the call center. You can review specific metrics for productivity and even collect VOC to gain first-hand reviews of your customer service.
Our software also allows you to create user friendly performance campaigns and dashboards with your customer service team's KPIs so you can deliver targeted trainings.
9. Quality metrics
Having a clear quality process for assessing work of your staff is vital.
Establishing quality metrics is one of the most important aspects of your call center coaching tools. Setting a fixed grading system that entails rewards for good performance can work wonders when it comes to coaching.
It is important that metrics are robust and fair and that there is no ambiguity about what is meant.
10. Monitoring customer satisfaction and customer feedback
The most vital intel a call center has is their customers’ opinion about their service and product.
Call center coaching tools must be built around VOC. Design trainings based on general customer trends.
The classic NPS scoring criteria is a great way of finding out how your staff is performing, but don’t be afraid to use more specific metrics. Analysis of complaints, reviewing soft skills monitoring and quality metrics are all important customer centric KPIs.
Call center coaching tools come in many shapes and sizes. Of course, one tool does not fit all, and some staff will respond to one approach and others to a different approach.
With PlayVox, you’ll be able to track performance and deliver coachings and trainings based on individual needs to ensure your whole customer service team is engaged and well-trained.
Which coaching tools are you currently using in your call center?