sariioMake it timely.
How long passes between the call and the coaching conversation?
CUSTOMER OPERATIONS / COACHING
Improve performance with coaching that lands.
A conversation. A clear action. A chance to follow up.
Team leaders need time to help people develop. Preparing feedback should leave room for the conversation, a clear action and a chance to follow up.
Explore a possible approach ↓
FROM OBSERVATION TO ACTION
Connect coaching to the results and standards you expect.
Focus the conversation on a specific moment: understanding the customer’s needs, explaining an offer clearly, handling an objection or completing a required step. Agree what the person will try next.
Make it specific.
Does the agent leave with one manageable action that relates to the work?
Follow through.
Is there a chance to try the action, discuss what happened and adjust?
A POSSIBLE CONTRIBUTION / SARIIO one2one
Spend less time preparing and more time coaching.
one2one brings together a completed call, your campaign’s QA and SLA requirements, and the agent’s myMAP work preferences.
The recommendation covers what went well, one moment to revisit and one action to try. The team leader reviews the recommendation before the agent receives the coaching note.
Work preferences inform how to approach the conversation. The call and campaign requirements provide the context for reviewing the work.
JUDGE THE APPROACH IN YOUR WORKING DAY
Review what changes in the work.
Assess preparation time, whether coaching happens, whether the action is applied and what changes in the relevant commercial, quality and compliance measures.
Include the agent’s view: was the feedback fair, understandable and useful? Review results with the team leader before deciding what to do next.
Read: The return on coaching →EXPERIENCE IN PRACTICE
Supporting development at Shadow Global.
Shadow Global uses Coach for development, alongside work-preference insight for individuals and groups.
“For us to be sustainable, it's this kind of continuous improvement that would really support us. Sariio is an incredible tool.”
Tholakele Nyongo · Head of Facilitation & Training, Shadow Global
An endorsement of Sariio’s development approach, not a measured preparation-time saving from one2one.
Read about David’s experience →START WITH YOUR SITUATION
Where could coaching make a difference to performance?
Talk through what is happening, what you want to improve and how you would recognise progress. Then consider the people, time and support an approach would need.
Discuss your operation →