Should I Workout With Sore Muscles : How To Coach Your Call Center Agents - The call record approach is, in my opinion, one of the proper procedures to coaching agent phone calls and ensuring qualityere's a 9-step plan for effectively coaching call center agent phone calls: 1andomly record 2 -3 telephone callsandom recording is importanto not record 3 calls back to back or on the same day, as your employee could be having a bad day and this may be reflected in all of one afternoon's calls, but is not necessarily reflective of their typical performanceeview the calls and note strengths and opportunitiesefore meeting with your employee, listen to the calls and note what they did well and identify 1 -2 opportunities for performance improvementlay one tape and let your employee listenuring the playing of the tape, you tend not to need to respondave your employee respond to the tapefter the tape is played, ask your employee to respondost employees will be overly self-criticalour employee will likely note several opportunities for imp ... [Read More - Should I Workout With Sore Muscles]
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