Coaching the Coach

Knowledgeable, Trained Call Center Directors and Managers the Key to Improving Quality


Quality Training Pays Huge Dividends
Wandering around a tradeshow floor, I found myself following two gentleman down an aisle. “It sounds like you’ve got quality problems. You’ll definitely want to pour money into agent training,” one said to the other. “I would, but my budget is getting hammered,” was the reply. The other nodded in agreement: “Yeah, quality costs.”  (I admit to eavesdropping. I had to. They dropped the ‘Q’ word.)

I agreed (silently) that – yes – training is important, and that – yes – quality does matter.

What was interesting is that they had also both shared the belief that quality and training are cost-centers.

Wrong. Quality is a huge potential profit center, and training is the vehicle that helps companies realize the bottom-line benefits of call center QA. The various outcomes we’ve seen (and our colleagues have surely seen) over the last 20+ years are a testament to this, and have included:

  • increased employee productivity
  • higher customer satisfaction
  • improved employee retention & commitment
  • increased sales.

It’s widely accepted that supporting, developing and motivating the front line team are essential steps to take on the road to improved call center quality. Even those two fellows wandering the tradeshow floor tacitly acknowledged this. Effective front line training doesn’t occur in a vacuum however, it flows down – from directors and managers to supervisors to the front line.

The Buck Stops Here. And Up Here. And Further Up There.
Just as front line agents need positive support and clear standards of performance from their supervisors, those supervisors in turn need support and clear guidance to best perform their jobs. They need to understand the call center quality monitoring tools and standards for which they are responsible. They need appropriate motivation so that they can provide the positive support that the front line should receive.

To support those front line supervisors at their tasks, the Directors and Managers who oversee them likewise need training in order to be familiar with the following:

  • The quality monitoring tools and standards Supervisors use.
  • Best practices for providing Supervisor feedback to improve their coaching of front line teams.
  • Measurable components that allow Supervisor performance improvement to be tracked.

The CSR Solution: Coaching the Coaches
Eight years ago, we worked closely with call center clients to develop a training workshop to build the infrastructure for a better quality program. Over the years, we’ve modified the program to reflect changes that have occurred in industry, and it remains a popular training option for those firms looking to enhance the effectiveness of their call center QA programs.

The workshop – which runs three days (yes, quality requires commitment!)  – focuses on providing the structure, tools and standards needed for Directors, Managers and Trainers to consistently evaluate the performance of call center Supervisors.

Workshops and training programs for coaches help companies develop best practices. They help establish expectations, and create a positive, supportive environment to meet quality objectives and improve bottom line results.

Do your company Managers and Directors need to understand quality tools and best practices? If so, contact CSR to discuss how Coaching the Coaches or our other training workshops can improve your quality performance… and your bottom line.