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Coaching Approach
Our call centre coaching and training sessions emphasize preparation. We offer online training guides for call centre team leaders. These guides help them prepare for coaching. The chosen guide will vary based on the agent’s experience. For new call centre agents, the coaching is like a lesson. For experienced agents, it’s more like a discussion.
We use the GROW method in our coaching. “GROW” stands for Goal, Reality, Opportunity, and Will. The form for this method can be completed online or on paper. If completed on paper, it can be scanned into the First Line Coach call centre agent training and coaching system. Whether online or scanned, both the agent and team leader receive a copy. All information from the form is extracted. This allows for detailed analysis and reporting.
Agents leave each session with clear insights. They understand the calls they reviewed. They identify areas they can improve. They decide on actions for better results. These actions are noted in the “Will” section.
Each new GROW session starts with a review. Agents look back at their previous actions. They discuss how well they did. After the session, agents get a summary. It’s sent as a PDF. They can also print it and keep it nearby. This reminds them of their goals during work.
Our approach, tools, and expert coaches ensure growth. They also align with the organization’s goals.
Group call centre agent and team leader coaching is vital for enhancing the skills of frontline call centre teams. We recommend team leaders use recent recorded calls from the session’s participants for our ‘learning team’ sessions.
We offer call centre induction materials to prepare teams to have constructive call discussions in a secure setting. Instead of corrective conversations with individuals, team leaders are encouraged to showcase exemplary calls to demonstrate effective conversation techniques. We advocate for highlighting positive, albeit infrequent, behaviours and encouraging their repetition rather than pinpointing mistakes.
Each session starts by revisiting the previous ‘learning team’ sheet. Participants share their progress on prior commitments before discussing a call. In the session’s final ten minutes, a review occurs where the call centre team leader asks each member about their key takeaways and future commitments.
These insights are documented, and each member receives a record of their commitments and the session’s overall learnings. This data is then integrated into the individual’s ‘learner log’, amalgamating group and one-to-one session records, offering a comprehensive view of their developmental journey.
Adults learn best when they actively practice and think deeply about what they’re doing. This method, called ‘deliberate practice’, involves three steps:
1. Reflecting on a task they’ve done.
2. Thinking about it using a certain way or model.
3. Planning a specific change in how they’ll do it next time, hoping for better results.
It’s crucial for learners to write down these plans. Why? Because we often forget things. By having these plans written and visible, they’re reminded of what they committed to doing differently. Both group sessions and one-on-one coaching use this method of reminding and checking.
And there is more. It’s also important for learners to see their progress over time. The First Line Coach system helps with this. It keeps a detailed record, called the ‘learner log’, of all the plans and how well they were carried out. This log is like a diary of their learning journey.
Want to see your learner log? Just send an email to scans@firstlinecoach.com and ask for it. But for safety, the system will only send the log to the email that’s registered with them. This way, the information stays private and secure.
Senior managers require a comprehensive view of all coaching sessions throughout the company. While team leaders, often in their initial management roles, oversee these sessions, it’s not always sensible for senior managers to be present at each one. The First Line Coach system steps in here. It provides detailed reports that not only indicate the frequency, topics, and effectiveness of both individual and group coaching sessions but also delve into the content of these sessions.
These reports serve a dual purpose. They offer both a birds eye and an in-depth look into the session content, providing insights into the discussions and methodologies. Additionally, they act as collaborative tools. Senior managers can gather team leaders, review coaching strategies, and promote knowledge sharing.
By monitoring coaching trends over quarters, managers can also steer future coaching directions.
For easy access, the reports are available directly on the First Line Coach platform, through its AI tool, or by emailing a request to scans@firstlinecoach.com. This ensures that vital insights are both accessible and secure.
