Coaching is important in call centers to ensure customers are treated well. There are two main types of coaching: real-time coaching and post call coaching. Understanding when to apply each of these can go a long way in how efficient a call center will be.
Real-time coaching occurs during the call and helps the customer service rep (CSR) deal with a situation in a better way. On the other hand, post call coaching is when the agent gets an opportunity to discuss what happened during the call and probably get corrected. All the methods are good in their own right and are effective depending on the situation in question.
Real-Time Call Center Coaching: Immediate Feedback for Immediate Results
Real-time monitoring takes place during a customer interaction which enables the managers or supervisors to assist the CSRs as they deal with the calls. This method is more effective when used in crucial conditions because it eliminates small problems before they become major. For instance, when a CSR is having a really bad day with a difficult client, a word from a coach can transform an unsatisfied client into one with a solved complaint.
The main benefit of real-time coaching is that the CSRs can implement suggestions immediately—during the course of the interaction. This immediate application assists in making skills more easily cemented, and serves to remind learners of proper procedure through demonstration. It is also very useful for the training of new employees because it shortens the time required to complete training, and enhances their performance by giving them backup during difficult stages.
Post-Call Call Center Coaching: Promoting Reflective Learning for Long Term Change
Post-call coaching refers to the process of discussing a call after it has taken place, which provides more of an in-depth learning experience. This method is best used in detailed feedback sessions where the CSR and the coach can listen to the call in detail, focus on certain aspects of the conversation, and think about the techniques that may have been applied. The use of coaching after the call is very effective for a detailed analysis and is usually administered in standard training regularly to enhance a CSR’s performance.
One significant advantage of working in this position is that CSRs do not come under pressure to give an immediate response to a customer, and thus, can take time to understand the comments made, their shortcomings, as well as strategize on how to alter their approach. It is most suitable when solving complicated problems where a person needs to think over issues, or when presenting new policies and procedures.
Choosing the Right Approach
The choice between using real-time and post-call call center coaching is dependent on the needs of the particular call center and the circumstances per time. Real-time coaching is more effective when there is a need to intervene and help the CSRs in a particular call or when coaching newly employed staff. On the other hand, post-call training is more appropriate when the goal is to conduct training sessions that are aimed at building long-term skills or to ensure CSR’s have a clear understanding of their responsibilities.
Call center coaching should be done in a proportionate manner. The combination of the real-time help during the call and the additional learning from the subsequent debriefing can make the customer service team effective and competent enough to handle any call with any customer.
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