Today’s post is about those who suffer from what I call “Overkill Coaching”. Too much Coaching without results or effectiveness.
It’s out of balance.
Overkill Coaching can be approached by a Supervisor from either a positive or negative manner. And this type of Coaching is frequently accompanied by repetitious Rewards and Motivation. It’s important to coach with every Agent according to their level of skill needs and motivation rather than having a cookie cutter program for one and all.
When too much Monitoring and Coaching is done with top Agents, even if positively done, it may trigger negative reactions in those Agents.
Your most productive and high quality reps may feel that the Supervisor doesn’t trust them to do their job well. They sometimes say to me, “Why is he listening to my calls every single day?” or “Is she hoping to find something wrong?”
The poor quality Agent has their own take on too much Coaching.
If you are coaching with a low performing Agent day in and day out with no visible progress and this same Agent sees no action is taken by you to turn Coaching into a more serious performance plan including possible removal from their job, your Coaching becomes meaningless despite the amount being done. They might be unable or unwilling but your Coaching is getting the same results either way.
It all revolves around Coaching for results.
- How much Coaching does each Agent need?
- How much do best Agents need versus those struggling?
- And, when do you decide that the Coaching isn’t working and next steps are required?
Coaching for results must have great planning, implementation and follow-up, not just a series of activities. Change your monitoring, coaching and motivation activities to personalize your approach with Agents and keep your Coaching interesting.
Filed under: Call Center, Call Center Manager, Call Center Supervision, Call Skills, Coaching Skills, Contact Center, Customer Service, Customer Service Skills, Employee job satisfaction, Employee Motivation, Quality Assurance, Sales Skills, Tech Support Skills, Training Tagged: | Call Center, Call centre, Coach, Coaching, Consulting, Contact Center, Customer Service, Customer Support, Education and Training, Employee job satisfaction, Management, Manager coaching Skills, Motivation, QA, Quality assurance, Supervisor Skills, Training