BPA Quality Builder – Coaching

Your call centre agent is quite possibly carrying on their daily activities to the best of their knowledge or ability, each with their own mind about how well they are doing.

Whether this meets the expectations set by the overall company isn’t known, that is until someone tells them. Sure, you can send the agents reports, numbers, scores and customer satisfaction numbers all day, just like my comparison to my daughters running time. This only gives them half of the picture – it tells them the result of what they are doing. While they may perform well or poorly, they simply do not know the reasons why. Someone must be their coach.

This paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful


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