3 Things to remember when coaching your customer support agents

OABPO Blog Team Published on August 7, 2014

3-Things-to-remember-when-coaching-your-customer-support-agents--Open-Access-BPO
Continuous training and coaching are some of the essential quality assurance strategies you can use to make sure your customer support agents are doing their optimum best. Even when outsourcing to a call center in the Philippines, agent evaluation is always reinforced by thorough coaching to make sure the call center agents’ performance will improve.

Providing feedback to your agents in a timely manner is an important consideration, but the actual message is what matters the most. Even if you tell your agents every day that they are doing a great job, your coaching responsibility can still be weakened if you don’t bulk up your feedback with tips on how to level up their already impressive productivity.

What then makes a good coaching strategy? Here are three pointers to remember when conducting a coaching session with your customer support agents:

1. Allow agents to evaluate their own work

3-Things-to-remember-when-coaching-your-customer-support-agents--Open-Access-BPO-_

Although your insights as manager have a lot of weight when coaching your agents, allowing them to contribute some input by asking them where they can improve on can guarantee you stronger commitment from them. Good coaches allow their agents to go over recorded calls and let them say first what they think about their call handling skills before being provided with criteria-guided feedback.

By allowing them to self-evaluate, you will be able to extract new performance issues that you may have overlooked when evaluating. You can also correct misconceptions or perceived mistakes that are actually good practices, and vice versa.

2. Do not be too negative

3-Things-to-remember-when-coaching-your-customer-support-agents--Open-Access-BPO-_-

Coaching is not a time for you to list down all the flaws of your agents and shove them down their throats. In fact, experts suggest that praising employees for their good traits allows them to become more receptive to negative feedback later on.

Even if your customer support agent was stuttering because of anxiety during a complaint call, you can begin your coaching session by appreciating how he chose not to drop the call or become furious over the phone. If coaching is significantly negative in nature, your agents will begin to be intimidated by them and become defensive instead of cooperative.

3. Provide solutions to mistakes

3-Things-to-remember-when-coaching-your-customer-support-agents--Open-Access-BPO-_-_

One factor than can cause your coaching strategy to fail is the absence of a concrete plan designed to solve your agents’ weaknesses. Instead of just letting your agents go over call recordings or e-mail and chat transcripts to tell them what went wrong, let them know what could be done differently next time. You can also show them samples of good handling skills exhibited in past agent-client interactions.

Just telling your agents that they need to shorten their handling time is not as effective as showing them how to control the flow of a customer service call. In making an action plan, you need to collaborate with the agents concerned. This participation will encourage them to become more dedicated in fulfilling their own objectives later on.

Your agents’ performance relies heavily on your evaluation and coaching. Without a good coaching program, the individual needs of your agents won’t be highlighted and acted upon immediately. This can lead to bigger problems that may bring the team down. By following these tips, your coaching sessions can expose the strengths and weaknesses of your agents that you can use to boost your company’s customer service quality.

Join us on facebook
Open Access BPO 21 hours ago
Having a hard time finding the right talents for your #CustomerService team?
You may need to tweak your #recruitment strategies.

Try out these creative recruitment strategies to attract qualified candidates: https://buff.ly/3O1c1DD

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3Aiv2yv

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 2 days ago
Content Moderation work requires specific skills, qualifications, and attributes from its moderators. These qualities ensure a safe and positive online environment for users.

So, if you're #outsourcing this service, your prospective #outsourcing partners' employees must have:
• discernment of good from bad;
• a sharp eye;
• a trained mind;
• a tough stomach; and
• these other traits: https://buff.ly/3YvM7wR

----------
Outsource content moderation only to an expert #BPO with an expert team of moderators: https://buff.ly/40Cg01j

#WeSpeakYourLanguage
#outsourcing #ContentModeration #BPO
#KPO #BackOfficeOutsourcing
Open Access BPO 2 days ago
Outsourcing call centers can significantly boost efficiency and cut costs for global brands. However, it’s crucial to be aware of potential pitfalls.

Don’t let outsourcing disasters derail your business.
Read our list of red flags to avoid and ensure a smooth transition: https://buff.ly/3NT6OxK

----------
Partner with a truly capable call center to prevent outsourcing nightmares.
Open Access BPO has been the trusted outsourcing service provider of some of the biggest global brands for decades.

We've got your back. Contact us today: https://buff.ly/3NTy4MH

#WeSpeakYourLanguage
#CustomerService #CustomerExperience
Open Access BPO 2 days ago
Did you know that it's possible for you to connect with your Chinese #ecommerce customers even though you don't speak their language?

#CallCenter outsourcing can greatly help in attracting and supporting customers from this gigantic Asian market.

Here's how partnering with an #outsourcing #CustomerExperience call center can establish these connections: https://buff.ly/3YP4U7z

----------
Whether it's Mandarin, Cantonese, or Hokkien, Open Access BPO's multilingual services are your best bet for an improved market presence in China: https://buff.ly/3An3ubd

#WeSpeakYourLanguage
#CustomerSupport #MultilingualCallCenter
Open Access BPO 2 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗛 𝗿𝗲𝗰𝗲𝗻𝘁𝗹𝘆 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗲𝗱 #𝗛𝗮𝗹𝗹𝗼𝘄𝗲𝗲𝗻 𝘄𝗶𝘁𝗵 𝗮 𝗳𝗲𝘀𝘁𝗶𝘃𝗲 𝗲𝘃𝗲𝗻𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗰𝗵𝗶𝗹𝗱𝗿𝗲𝗻 𝗼𝗳 𝗶𝘁𝘀 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀.

Simultaneous parties were held at the company's Makati and Davao sites, transforming the offices into magical realms of fun and frights.

Beyond the traditional trick-or-treating, the event featured a captivating magic show with puppets, engaging games, and a generous supply of candy.

With these kinds of events, Open Access BPO reinforces its commitment to creating a fun and fulfilling workplace for its employees.

----------
𝘝𝘪𝘴𝘪𝘵 OpenAccessBPO.com/ 𝘵𝘰 𝘭𝘦𝘢𝘳𝘯 𝘮𝘰𝘳𝘦 𝘢𝘣𝘰𝘶𝘵 𝘰𝘶𝘳 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘱𝘢𝘳𝘵𝘪𝘦𝘴 𝘢𝘯𝘥 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘦 𝘦𝘯𝘨𝘢𝘨𝘦𝘮𝘦𝘯𝘵 𝘢𝘤𝘵𝘪𝘷𝘪𝘵𝘪𝘦𝘴.

𝘖𝘳 𝘩𝘦𝘢𝘥 𝘰𝘯 𝘰𝘷𝘦𝘳 𝘵𝘰 OpenAccessBPO.com/get-started 𝘵𝘰 𝘵𝘢𝘭𝘬 𝘵𝘰 𝘰𝘶𝘳 𝘰𝘶𝘵𝘴𝘰𝘶𝘳𝘤𝘪𝘯𝘨 𝘴𝘱𝘦𝘤𝘪𝘢𝘭𝘪𝘴𝘵𝘴 𝘧𝘰𝘳 𝘰𝘶𝘳 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴 𝘢𝘯𝘥 𝘩𝘰𝘸 𝘵𝘩𝘦 𝙊𝙥𝙚𝙣 𝘼𝙘𝙘𝙚𝙨𝙨 𝘿𝙞𝙛𝙛𝙚𝙧𝙚𝙣𝙘𝙚 𝘦𝘮𝘱𝘰𝘸𝘦𝘳𝘴 𝘣𝘳𝘢𝘯𝘥𝘴.

#WeSpeakYourLanguage
#OABPOonHalloween2024 #OABPOHalloweenFun
Open Access BPO 6 days ago
The 𝗣𝗵𝗶𝗹𝗶𝗽𝗽𝗶𝗻𝗲𝘀 is a top #outsourcing destination. The country's capital, Manila, where Makati is located, houses most of the country's top 1,000 companies.
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's flagship center in Makati leverage world-class infrastructures and the nation's most expansive talent pool.

Our facilities in the Makati Central Business District offer scalable multilingual solutions for global businesses.

𝗗𝗿𝗶𝘃𝗲 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝘄𝗶𝘁𝗵 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘇𝗲𝗱 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗶𝗻 𝗼𝘃𝗲𝗿 𝟯𝟬 𝗹𝗮𝗻𝗴𝘂𝗮𝗴𝗲𝘀: https://buff.ly/4e7eRln

----------
𝐄𝐱𝐩𝐥𝐨𝐫𝐞 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/4f22Mip
• Our Other Locations: https://buff.ly/4e68ej1

#WeSpeakYourLanguage