The Missing LINK in Contact Centers
Coaching in the Call Center is WHAT’s MISSING!
I started training about 25 years ago and was too scared to say I wanted to coach every single person I trained. I was new, I wanted to get jobs and not charge too much. It was about 10 years before I built Call Center Coaching into the program where it always should have been anyway. Every time I would teach an agent new ways, offer new solutions to old problems, they loved it when I demonstrated it in the classroom. But most of all they like to see me do it right on the telephone. Most people felt that I made it look easy. Maybe I did. Let’s face it, I did this every day in a different place with a new product. It was routine for me to teach and make up responses from customers.
Those responses became features and benefits and the way of handling objections became. Feel-Felt-Found. My objective was to make learning simple. What I discovered is that just because there is a simple plan does not mean everyone can execute the plan easily.
Now coaching is part of our training. No one can deny that the results are much better when you first train and then coach. It is the same in every endeavor that is skillful. Sports are an illustration of that. If you simply tell a person on a baseball team to swing the bat it doesn’t mean they will get a hit. They may […]