In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. This leaves the most complex, difficult, and outside-of-the-norm problems for agents to handle.
The “Artificial Intelligence Revolution” challenges call centers to employ only the best. Now, every agent needs to be an expert.
According to a study by the Journal of Applied Psychology, the productivity gap between top performers and their colleagues is staggering. For complex jobs, the top 1% can be up to 125% more productive than average performers.
The “Artificial Intelligence Revolution” challenges call centers to employ only the best. Now, every agent needs to be an expert.
In years gone by, it was easy to accept a bell curve of performance as inevitable. All call centers had a few stars, a bunch of average players, and a handful of stragglers.
But what if we could shift that curve to meet our new reality?
Imagine a team where everyone performs at an expert level.
It’s not a dream.
It’s an achievable reality: if we embrace a robust coaching and training environment.
Why Settle for Average?
The difference between a mediocre team and a powerhouse lies in how we support and develop our people. From hiring to ongoing support, every step counts. But if you really want to bridge the performance gap, focus on continuous coaching and training.
Of course, effective coaching and training includes setting clear expectations for the agents and providing consistent, timely, and accurate performance feedback. In addition, in this environment, we need to develop expert skills through something we call “full-spectrum coaching.”
Full-Spectrum Coaching
Full-spectrum coaching consists of educating, modeling, practicing, applying, and inventing. Let’s look at each one.
Educating: The Foundation
Think of educating as the foundation of a house. It’s the “bookwork” phase where employees gather essential knowledge.
This could involve reading manuals, listening to training tapes, or completing worksheets. For example, in a call center, agents might learn about the company’s products, customer service protocols, and the systems they’ll use.
Modeling: Show How It’s Done
Next up is modeling, where coaches demonstrate expert behaviors. Imagine role-playing scenarios where a coach tackles a challenging customer call while the agent observes. Or consider a new agent shadowing an experienced agent during live calls. It’s like learning to cook by watching a chef: seeing it done right helps cement the skills.
The difference between a mediocre team and a powerhouse lies in how we support and develop our people. From hiring to ongoing support, every step counts.
Practicing: Building Confidence
Practice makes perfect, especially in a controlled environment. Picture agents honing their skills through role-plays or computer simulations without the pressure of live customers. For instance, they might simulate handling irate callers until they can effortlessly turn a negative interaction into a positive one.
Computer simulation technology has come a long way in recent years. Suppliers have been evaluating for contact center clients what it takes to implement it well, analyzing its effect on competency, and determining its cost-benefits.
Applying: Real-World Experience
Magic happens in the application phase. It’s about taking those honed skills into the real world, starting with the coach’s support and gradually moving to independence. The application phase includes these stages:
- Partnering. The coach and agent work together on calls, gradually shifting responsibilities based on the agent’s comfort.
- Support. The agent handles calls with the coach nearby, ready to step in if needed.
- Remote Support. The agent is supported remotely with, for example, a help desk. The agent and the support team communicate via chat or other media.
- Polish Stage. The agent works independently, with periodic reviews and feedback sessions.
Inventing: Mastery and Innovation
In the inventing phase, agents become true masters, capable of handling any situation creatively and efficiently. It’s like a seasoned pilot navigating through turbulent skies with calm and expertise. Here, the coach’s role is to observe and provide feedback, helping the agent continually refine their skills.
Identifying Coaching Gaps
Do you know where your coaching gaps are? Maybe you provide feedback but lack follow-up training, or you focus on education without enough hands-on practice. Let’s explore two common pitfalls:
- Feedback Only. Many centers give performance feedback but stop short of actionable guidance. It’s like telling someone to improve their driving without offering a single driving lesson.
- Educate Only. Some centers overload employees with information but fail to translate that knowledge into practical skills. Think of it as reading about swimming techniques without ever dipping a toe in the water.
Embrace the Dynamic Process
Coaching isn’t always a straight path. You might need to revisit earlier phases based on your team’s evolving needs. Flexibility is key.
Create a clear roadmap for agents. It will help them move through these stages...
Take Action Today
Ready to transform your team? Here’s how to get started.
- Set clear goals. Define what expert performance looks like for your team.
- Create a feedback loop. Regularly assess and adjust your coaching strategies based on agent performance.
- Invest in training. Prioritize continuous education and practical skill-building.
- Encourage innovation. Allow your team the space to experiment and grow within set protocols.
- Schedule regular practice sessions with realistic scenarios. Use tools like simulation software to mimic real calls and provide a safe space for agents to learn and grow.
- Create a clear roadmap for agents. It will help them move through these stages, tailoring the pace to individual needs.
- Balance feedback with practical skill-building. Follow up feedback with specific training sessions targeting the areas needing improvement.
Remember, investing in your team’s development isn’t just a time commitment: it’s a pathway to a more efficient, effective, and dynamic workplace. Embrace the journey to build a team of experts today!