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Elevate Agent Performance Rapidly

Unleash powerful tools to supercharge
first-line managers coaching abilities

Call Centre Coaching System Support

Elevate Agent Performance Rapidly

Unleash powerful
tools to supercharge
first-line managers coaching abilities

The Single Biggest Influence on an agents performance is their immediate manager.

Help your team leaders pick the right calls and the right approach for each agent and their team.

The 3 Hidden Challenges in Improving
Call Centre Agent Performance:​

1. What is the right thing to coach the agent on?

2. How do I prepare to have that conversation?

3. How does the agent document their actions anywhere,
anytime & easily in a way that can be assessed & actioned on.

The Ask:

Only 2 Hours per Agent per Month –
One hour in 1:1 coaching and one hour in group coaching.

The Promise:

Increased NPS, Increased Staff Retention, Improved Team Performance, Enhanced Staff Satisfaction, Excellent Managers.

Some Myths
about Coaching

We respectfully disagree!

  • Coaching is natural, Team Leaders pick it up as they go along
BUT: People get to be managers because they were good at their last job. Unless you help them act differently they continue to focus on what they are good at and become escalation points rather than coaches.
  • Call Scoring is the basis of improvement.

BUT: Call Scoring might show a weakness, but it doesn’t show how to help the person overcome that weakness. Unsupported managers trying to coach, often end up talking about numbers not conversations.

  • Coaching is too soft to measure & track

BUT: Using modern coaching tools which can capture every coaching event both online and offline, capabilities become visible and trends become clear.

Advantages & Benefits
of Using First Line Coach

  • Line Manager first approach to better team performance
  • Building the culture of “A bit better every day”
  • Multiple capture modes means no excuses
  • Every coaching conversation is recorded
  • Diagnose needs fast, prepare for sessions quickly
  • Effective Individual & Group Coaching
  • Capture learners new actions in a structured format
  • Easy to prepare calls for group discussions
  • East to record personal actionable takeaways for each attendee
  • Maximise the value you extract from call listening evaluations
  • Ensures behavioral change messages are the ones in coaching conversations
  • Full reporting functionality available
  • Simple measurement & compliance
  • See not just that coaching is happening, but also what is happening!

Better Agent Coaching, Better Team Delivery, Better Company Results!

First line coach team meeting
Effective coaching directly impacts Agents,
Team Leaders & overall Company performance!
Experience the Coaching Power of First Line Coach Today!
SCHEDULE A FREE DEMO
Effective coaching directly impacts Agents,
Team Leaders & overall Company performance!
Experience the Coaching Power of First Line Coach Today!
SCHEDULE A FREE DEMO

System Features & Coaching Approach

Individual Coaching approach

Individual
Coaching

Based on the GROW coaching method, play a call and capture effective improvement actions

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Group Coaching

Group
Coaching

Pull the team together online or in the office.
Play the best calls of the month to learn from each other. Build the team!

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Individual Coaching Icon

Individual Reporting:
The Learner Log

Pull all the actions committed to by the agent into a single learner log available at any time through email and chatbot.

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Senior Reporting: High Level & Deep Dive

Senior Reporting
High Level & Deep Dive

Team reports at aggregate and detailed level. Report Access through User Interface or by Email Request (AI responder)

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See Why Leading Companies Choose Us

"We have used FirstLineCoach.com to really make a big difference in how we handle complaints. After an initial trial phase we stopped using the FLC system for 6 months to re-organise and during this period we dropped 25 NPS points. Once we started using First Line Coach again the scores came right back up. I can hear the difference every day in the calls staff make and I can track that coaching is really happening."
Head of Complaints, Irish Retail Bank
We use FirstLineCoach.com extensively to help our team leaders coach our staff across multiple client accounts. It requires our junior leaders to really think about coaching in a structured way. The other solutions we have tried stopped at the metrics, but this way really helps with the coaching conversations.
John O’Sullivan (COO Zevas)
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