Contact centre feedback and coaching by supervisors is recognised as the most effective way to improve individual and team performance and deliver excellent customer engagement and experience.
When supervisors work with team members both collectively and individually, it creates an agreed understanding of success and a shared commitment to making every interaction count.
Purpose: Used to launch a new quality program or to up-skill agents where developmental needs have been identified in monitoring process. The program involves participants in developing a set of practical metrics that the Supervisors will then use to develop the skills of their Agents.
Benefits: BPA Research has identified that a crucial element in improving agent performance is the quality and frequency of feedback that the supervisors deliver.
Whilst our research shows there is a clear and direct correlation the quality of coaching is rarely measured. The theme of the agent workshop is continued here with the supervisors setting the practical standards for coaching.
This approach ensures agent coaching and feedback is undertaken in the most effective way and helps develop the skills of the supervisors on an ongoing basis.