The call document method is, in my opinion, one of the most effective techniques to mentoring agent call and also guaranteeing high quality. Right here’s a 9-step prepare for successfully training telephone call facility agent phone calls:
1. Randomly document 2– 3 phone conversation. Random recording is necessary. Do not record 3 calls back to back or on the very same day, as your worker might be having a negative day and also this may be shown in all of one afternoon’s calls, however is not always reflective of their normal efficiency.
2. Review the calls and note toughness and also opportunities. Prior to conference with your worker, listen to the calls and note what they did well and identify 1– 2 possibilities for performance renovation.
3. Play one tape as well as let your worker pay attention. Throughout the playing of the tape, you do not require to respond.
4. Have your staff member reply to the tape. After the tape is played, ask your worker to respond. A lot of workers will certainly be extremely self-critical. Your staff member will likely keep in mind several possibilities for enhancement and also battle to articulate what they have actually done well.
5. Train the call. Make use of the “sandwich” approach. Inform your staff member what s/he did well, followed by positive feedback, and after that end with favorable responses. When supplying useful feedback, share just one opportunity for improvement. The worker has actually likely observed and stated a number of renovation opportunities so there is no requirement to bring these up again Try to state one thin g the staff member did not raise as well as offer this as your constructive feedback.
6. Gain commitment for performance improvement. Ask the staff member, “What specific actions will you take over the following 5 days to improve in this field?” List what the employee states and repeat it to her. Summarize the session by repeating strengths and also providing a ballot of confidence that she can enhance in the identified area.
7. Repeat steps 2– 6 with a second as well as probably third tape if essential. The factor of numerous recording is that a staff member might react defensively stating that was just a “negative” call. If that is the reaction, you may choose to evaluate a 2nd or 3rd tape.
8. Follow-up before the following representative mentoring session. Check with your worker in between training sessions to keep the dedication top of mind. You can touch base with your employee through email or a personal conversation.
9. Review enhancement in next mentoring session. Prior to listening to call the following coaching session, ask your employee exactly how she’s proceeding toward the objective of the last session. Search for improvement on-call assessed in this session.
This 9-step telephone call center representative mentoring design is easy, clear and also it both praises staff members and also offers support for renovation chances.
When you follow this 9-step procedure, you will certainly set clear efficiency assumptions, trainer properly and also continually as well as at the same time you will be motivating your staff members.