How to Create the Ideal Coaching Environment

Coaching in the call center is at the top of many a manager’s to-do list – just as staying on top of activities can ensure optimal performance. But there are wrong and right ways to coach the call center agent who needs help. Applying the wrong tactics could lead to damaged morale and lackluster performance. Leveraging the right tactics can boost self-esteem and overall outcomes.

Success is ultimately dependent upon the right people, doing the right things, at the right times. Therefore, those responsible for coaching have to do it with integrity or performance on the agent side will fall considerably short.

To ensure integrity is the primary focus for the coach, it’s important to treat people fairly. This means consistency in every action and interaction. It’s not the role of the supervisor to become best friends with employees - as favoritism is sure to win out, creating an environment of discontent. All employees need to be treated fairly to achieve the desired outcome.

Supervisors and coaches should also own up to their own mistakes whenever they are made. These individuals are still people and people are fallible. It’s good for employees to see the mistakes of the supervisor and how they are handled for a positive outcome. Workforce management execution is much easier if respect is earned this way.

Setting the example in punctuality is also critical, providing the perfect argument for the supervisor to show up on time or even early. This sets the example for the employee base when it comes to call center scheduling, encouraging others to follow the same habit.

Finally, the coach or supervisor also has to make good on his or her commitments. If an agreement is made to do something, a failure to follow through or neglecting commitments demonstrates that this type of behavior is OK and employees are sure to follow suit. A supervisor has to demonstrate that what they say is honest and can be trusted.

This approach to coaching and workforce management helps to create an environment where the most important goals in quality assurance are actually met. Whether it’s to improve agent performance, customer satisfaction, productivity, or call center efficiency through collected data, all of these things are easier to achieve if coaching is demonstrated through powerful leadership.

Edited by Stefania Viscusi