The call log method is, in my opinion, one of the best approaches to assess agent phone calls and ensure quality. Here is a 9-step plan to effectively train call center agent phone calls:
1. Randomly record 2 -3 phone calls. Random recording is important. Do not record 3 calls in a row or on the same day, as your employee may be having a bad day and this may be reflected in all calls in an afternoon, but does not necessarily reflect their typical performance.
2. Review the calls and note the strengths and opportunities. Before you meet with your employee, listen to the calls and look at what they did well and identify 1-2 opportunities to improve performance.
3. Play a tape and let your employee listen. During tape playback, you do not need to respond.
4. Have your employee respond to the tape. After playing the tape, ask your employee to respond. Most employees will be overly self-critical. Your employee will probably notice many opportunities for improvement and will struggle to articulate what he has done well.
5. Train the call. Use the “sandwich” approach. Tell your employee what he did well, followed by constructive feedback, and then end with positive feedback. When offering constructive feedback, share only one opportunity for improvement. It is likely that the employee has observed and declared several opportunities for improvement, so it is not necessary to mention them again. Try to bring up something the employee hasn’t mentioned and offer it as constructive feedback.
6. Gain commitment to improve performance. Ask the employee: “What specific steps will you take in the next 5 days to improve in this area?” Write down what the employee says and repeat it back. Wrap up the session by reiterating the strengths and offering a vote of confidence that you can improve in the identified area.
7. Repeat steps 2-6 with a second and perhaps a third tape if necessary. The point of many recordings is that an employee may respond defensively by claiming it was just a “bad” call. If that’s the answer, he may choose to review a second or third tape.
8. Follow-up before the next agent coaching session. Check in with your employee between training sessions to keep commitment in mind. You can contact your employee by email or a personal conversation.
9. Discuss the improvement at the next training session. Before listening to the calls at the next training session, ask your employee how they are progressing toward the goal of the last session. Look for improvements to the calls reviewed in this session.
This 9-step call center agent coaching model is simple, clear, and praises employees and offers support for opportunities for improvement.
When you follow this 9-step process, you’ll set clear performance expectations, train effectively and consistently, and motivate your employees at the same time.