Before the coaching session, ensure the agent signs out of the dialer system and into the TRAINING mode. Gather all necessary information, such as call recordings, notes, and examples, to make the session productive.
Start the coaching session on a positive note by highlighting the agent's strengths and areas where they are performing well. This will help establish a constructive atmosphere.
If reviewing a call together, ask the agent to share their self-assessment first. If the agent does not identify any obvious areas for improvement, gently probe to understand their perspective.
Maintain a collaborative approach throughout the session. Avoid being overbearing or demeaning. Instead, view the coaching as a conversation between two people working towards the agent's success.
Encourage the agent to provide feedback on your coaching approach. This will help ensure you are both on the same page.
Together, develop an Individualized Success Plan that outlines the specific behaviors that need to change, the steps to achieve the desired change, and the respective responsibilities of the agent and the manager.
Always end the coaching session on a positive note, reinforcing the agent's strengths and the progress made.