![]() ![]() Not all agents feel comfortable discussing their weaknesses in public. ![]() This ensures that the agent feels motivated and is ready to improve. This will make them feel valued and increase their chances of being receptive to what comes next.Īfter sharing the negative feedback, end the session on a positive note by highlighting their strength. Share things that they have recently improved, or are consistently doing well. The best way to get your agents to take your constructive criticism and suggestions into consideration is by starting with positivity. Share positive feedback before constructive criticism Therefore, coach even your best agents along with other team members. Second, they might miss the chance to further improve their telephone skills. First, it will make them feel singled out (or not getting the opportunity to grow). It might seem ok to leave your best agents out of coaching. Ensure agents get coaching at least once every month, so they keep improving their knowledge and skills. ![]() Ensure agents get coaching at least once every monthĪ lot can change in a month, especially when it comes to customer handling best practices. We’ve come up with ten such points that you need to keep in mind to get the most out of your call center coaching efforts. I will also help in improving your first call resolution. However, training your agents the right way requires you to follow certain best practices. They also enjoy an improvement in their effectiveness in building better customer relationships and providing excellent customer service. 32% of employees leave because of a lack of career advancement or promotional opportunities.Ĭall centers with a coaching culture see an increase in agent retention. Your call center agents quit their jobs when they don’t feel like growing in their careers. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |