What is Call Coaching?
Call coaching is the process of providing real-time or post-call feedback and training to call center agents to improve their communication, service quality, and overall performance. It’s a critical component of agent development and quality assurance.
Why Call Coaching Matters in a Call Center
Effective call coaching helps agents deliver better customer experiences, meet KPIs, and feel more confident in handling calls. It also reduces churn, improves first call resolution (FCR), and enhances CSAT (Customer Satisfaction Score).
Types of Call Coaching
Live Coaching
Involves whispering guidance to agents during active calls or using tools that allow silent support.
Post-Call Coaching
Uses recorded calls to review performance and offer feedback after the interaction.
Group Coaching
Facilitates peer learning through role-playing, call listening sessions, or sharing best practices.
Call Coaching Techniques
– Use scorecards and call monitoring tools to track key behaviors
– Focus on strengths as well as areas for improvement
– Set clear, achievable goals for performance improvement
– Incorporate real calls for practice and evaluation
– Provide regular and constructive feedback
Call Coaching Software Features
– Call recording and playback
– Agent performance dashboards
– AI-driven conversation analysis
– Coaching session tracking and annotations
– Integration with quality management systems
Best Practices for Successful Coaching
– Make coaching consistent and part of the agent culture
– Use data and specific examples to guide feedback
– Encourage self-reflection and two-way dialogue
– Tie coaching to KPIs and rewards
Related Topics for Further Reading
– Call Monitoring
– CSAT (Customer Satisfaction Score)
– First Call Resolution (FCR)
– Call Quality Assurance
– Agent Performance Management
