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!

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.

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.

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

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!
Effective coaching directly impacts Agents,
Team Leaders & overall Company performance!
Experience the Coaching Power of First Line Coach Today!

System Features & Coaching Approach

Individual Coaching approach

Individual
Coaching

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

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!

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.

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)

See Why Leading Companies Choose Us