Why Aren’t They Coaching in the Call Center?

White Paper

Written by Knowlagent

Coaching is one of the highest impact, yet overlooked, ways to achieve company goals in the call center. The best centers know this, and are attempting to develop coaching models, tools and initiatives to drive coaching, yet even the best are struggling with how to deliver enough quality coaching in the unique call center environment. This paper discusses the primary inhibitors to successful call center coaching as discovered by Knowlagent during Coachpalooza ’05, a series of Supervisor Focus Groups held with seven large call centers. This paper also provides both a set of recommended best practices and a suggested model – The Value-Driven Coaching Model™ - to address these inhibitors.

A full report of findings including all item survey results and the 20 distinct key findings, is available in the Coachpalooza ’05 Summary Report.

Click here to see entire white paper

Coachpalooza ’05 Summary Report

To better understand the call center coaching environment, Knowlagent conducted Coachpalooza ’05, a focus group series with large call center groups that included supervisor and manager level participants. This strategic initiative allowed us to better understand:

the attitudes towards and the perceived value of coaching

how coaching is conducted and measured

what gets coached

the challenges to coaching in the dynamic call center environment.

Participants in the focus group series included leading Fortune 1000 companies from a variety of industries including financial services, insurance, retail, telecom, and travel, with agent populations ranging from 450 to 12,000. This summary report includes all 20 distinct key findings as well as all survey response data.

For a discussion of the key findings, best practice recommendations and a proposed model to address the coaching inhibitors the study uncovered, please see the white paper, “Why Aren’t They Coaching in the Call Center?”

Click here to see Coachpalooza ’05 Summary Report