sariioHow much preparation can each coaching conversation receive?
Managers need to review calls, understand what happened and decide what would be useful to discuss, alongside the rest of the working day.
Work preference intelligence for BPO & contact-centre operations
More time to coach when Sariio takes care of the prep
Sariio combines a completed call, campaign QA and SLA requirements, and the agent’s work preferences. It prepares one coaching action for the next call, ready for the team leader to review.
The operational pressure
What is competing for managers’ attention?
Which measures need attention without losing sight of service quality?
QA, customer, compliance and commercial measures provide different parts of the picture. One number rarely explains the whole call.
What support helps new starters find their feet?
Expectations, coaching, workload, working relationships and the job itself all deserve attention when people join and develop.
The Sariio one2one
Three sources of evidence. One action to discuss and try.
The call shows what happened. Campaign QA and SLA requirements define what the work requires. The agent’s myMAP provides context about how that person prefers to prepare, decide and act.
Sariio keeps the factual call assessment separate from the preference interpretation. The team leader reviews the recommendation before the agent receives the coaching note.
Explore the complete coaching workflow- 01
The completed call
Review the transcript and the evidence from the customer conversation.
- 02
The campaign requirements
Check the call against the agreed QA criteria and service requirements.
- 03
The person
Use work preferences to shape how the coaching action is explained, never to change the QA judgement.
From one call to the next
The manager remains responsible for the conversation.
Sariio prepares the evidence, a concise team-leader brief and a five-minute one2one plan. The manager can amend, endorse or withhold the coaching note before sharing it.
On a later call, the manager can review whether the agreed action was tried and what happened next.
Illustrative coaching recommendation
- The moment
- The customer asked for the next steps to be repeated.
- The campaign requirement
- Make the resolution and next action clear before closing.
- One action to discuss
- Recap who will do what and when, then check what still needs clarifying.
Example format, not an analysis of a real call. The team leader reviews the recommendation with the agent.
Agree the evidence before a pilot
How will you decide whether the work is useful?
Manager capacity
Review preparation time, time to feedback and how consistently coaching conversations take place.
Campaign measures
Choose the relevant QA, customer or commercial measures and keep compliance and service quality visible.
Agent experience
Ask agents and managers whether the support is useful and fair. Review the result alongside onboarding and retention evidence.
A small place to prove usefulness
Start with one campaign.
Bring one campaign, the people involved, approved access to call material and the QA or SLA requirements that define what good looks like. Sariio prepares the evidence for the coaching conversation so the team leader can focus on coaching. Agree the measures first, then review what changes.
Planning considerations
Keep the campaign assumptions together.
Bring the campaign scope, call volume, implementation needs and review measures into the conversation with David.