Side-by-side coaching

What is side-by-side coaching?

In call centers, side-by-side coaching is when a manager or trainer sits next to an agent and coaches them before, during, and after a call. 

Side-by-side coaching is an effective method for a team leader to observe how a call center agent interacts with information surrounding them and offer immediate feedback on how to enhance efficiency.

Why is side-by-side coaching important in a call center?

Side-by-side coaching call center agents has various advantages and is definitely the right technique for expanding businesses. 

Here are some best practices to assist them in navigating a call and build top performers in a call center. 

Make comments constructive and acceptable

One of the goals of side-by-side coaching is to give constructive criticism. Telling the agent about something they recently performed well might help the conversation flow smoothly. 

When pointing out an example, explain how it benefited the consumer and the organization. This establishes a foundation of trust and demonstrates to the agent that they are capable of excellent work.

Then, talk about the issue or area of poor performance. It’s crucial to provide clear examples and explain why they matter during agent training.

Finally, provide advice and recommendations for future steps, as well as an assessment of what you can do to make their work simpler. Finish the meeting by telling them how much you appreciate their efforts and that you’re happy to offer coaching advice.

Use self-evaluation in side-by-side coaching

A successful side-by-side coaching strategy is establishing a secure environment where your agents may feel confident that you are there to listen and assist them. Ask about their problems and accomplishments in detail.

You can discover something about their performance, their attitude toward it, or what they’ve previously tried to improve that you didn’t know.

You’ll be ready to assist them in addressing their issues and fine-tuning their performance while also demonstrating your commitment.

Set goals to keep agents motivated

Motivating agents to keep moving ahead is another effective side-by-side coaching strategy in a call center. Goals and benchmarking are essential strategies for boosting motivation.

Collaborate with your agents to establish concrete goals during the coaching sessions. You may assist your call center agents in redirecting their views to an achievable strategy by setting and agreeing on goals with them.

A call center coach should utilize a smart reporting tool to analyze agents’ performance metrics progress and assess how much they’ve improved over time. Always remember to establish new targets for the next period as your benchmark.

Regularly provide training

Side-by-side coaching might need to be regular if agents want to be successful. It may also be used as a feedback session, giving agents time and space to put their new knowledge to work while also developing innovative goals.

Make sure to analyze agents’ yearly performance metrics and discover their biggest talents. Find out where they’re experiencing issues all of the time.

Talk to call center agents about strategies to address their deficiencies throughout the side-by-side coaching session. They may have recommendations for how to learn, but you must be prepared to provide your own.