Your agents quit their jobs when they don’t get the coaching they need.
Gallup found that 75 percent of the reasons employees voluntarily leave their jobs relate to how their boss manages, like: career advancement or promotional opportunities, management and the general work environment, or lack of fit for the job, to name a few. That means if you have a team of 20 agents, you have the power to save 15 of those agents from dumping the contents of their desk drawers into a cardboard box, grabbing their freshly-potted desk plant, and leaving for good.
Your job as a manager, and a coach, is to bring out each of your agent’s highest potential. But that means something different for every agent. Sometimes you’ll grow agents to move through the ranks of your contact center, and other times you’ll find out agents would be a better fit in a different part of your company (or elsewhere). Career paths look different, and agents’ daily jobs look different. It’s up to you to create a positive environment for your team, and to make sure their roles are tailored to them and how they work.
We’ve come up with a few methods (with examples) of ways you can coach better in your contact center. Check them out, and spin them into something new to shake up your contact center coaching.
10 Methods for Better Contact Center Coaching
(New bonus resource! Your Call Center Manager Playbook with go-to tips and dozens of stats to better your coaching.)
1. Hold a productive one-on-one.
Have a standing appointment weekly, bi-monthly, or monthly for these meetings, and let your agents drive the conversation. This is a time for your agents to bring concerns or questions to the table, and to talk about where they need help.
Optimize the meeting invitation beforehand, so agents have regular reminders on what to think up before coming to the meeting. Use timeboxing to guide the meeting, but don’t worry too much about going outside the lines. As long as your agents hit all the points you need to cover, let the conversation flow organically. Here’s an example of how OfficeVibe uses timeboxing to set some basic guidelines for the meeting.
2. Lead team meetings.
Come prepared and give your team time to prep, too. Set expectations up front, so your agents know what the meeting’s about and what takeaways they should leave with. Create an agenda with the topics to talk about, the reason for discussing them, and who will lead each topic discussion. Designate a note taker, and email the notes to your team after the fact. Here’s how you can set-up a quick, actionable agenda for your team meeting.
3. Shift your language, and stay away from negative words.
There are certain cringe-worthy words that raise anxiety in your contact center. Be aware of how your words affect your agents, and shift your language to be more constructive and positive. Even when you have to talk about ways your agents can improve, be tactful about the words you choose. Below are three examples of simple word changes you can make to operate a less-stressed zone.
4. Share your mission statement and core values with your team.
Employees work better and are happier with their jobs when they work toward a common cause. Use your mission statement and core values to build team unity, and to create a central point to focus your goals. Your mission statement should be one to two sentences that describe your WHY. Are you trying to outshine Joey Chestnut and eat the most hot dogs in the world? Or are you dedicated to saving all the puppies and kittens who don’t have homes? Figure out your driving force, and write it in 30 words or less. Use core values to describe the attributes that will help you accomplish your mission. Values can be things like customer commitment and quality, or integrity and teamwork. Take a look at this mission statement for inspiration:
Patagonia: Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis.
Patagonia tied their values into their mission to make one central statement for their company goals.
5. Have go-to goals and career questions on hand.
Have a set of career and goal questions ready for your agents, so when the time comes for in-depth conversations, you’re prepared to get them thinking about their futures. Map out possible progression paths to management, higher-level roles, or even out of the team if that’s what some agents prefer. Come up with realistic timelines and tasks agents need to complete to get where they want to be. Here’s a list from Inc Magazine of 100 questions you can use to get agents to consider what they really want out of their careers. Pick and choose a few of your favorites.
6. Have more than one performance conversation.
We’ve talked about the one-on-one, and we all know about the highly anticipated (and often dreaded) annual performance review. But, to be the most effective coach you can be, there are four types of performance conversations you need to have. Mix up your formats and space out your conversations to get to know your agents and the way they work. You can still have formal conversations where you bring performance data to the table, but adding quicker, less formal conversations into the mix will ensure agents that they know what’s coming in future conversations. What we really dread is the unknown, so get rid of the unknown, and tell agents where they stand regularly. Here are the types of conversations you need to have with agents.
7. Create a visual board for your team goals.
Use visualization to help your agents keep their eyes on your important goals (literally). Put a whiteboard or a digital board in a common area for your team, and map out your monthly goals. Then, continuously update those goals as you make progress each week. If whiteboards are too old-school for you, you can use software to create digital dashboards that update in real-time as your agents work and metrics change. Moz uses whiteboards to map out topics and metrics related to their subject matter. Here’s an example whiteboard they shared, with metrics to fill in based on personalized goals.
8. Use the radical candor approach to leadership.
Kim Scott’s radical candor approach to leadership is all about being more clear and honest with feedback, and being a better coach for your team. The three main points of radical candor are to: create a culture of feedback, help the people on your team achieve their fullest potential, and drive results collaboratively. You are at the center of your team’s world when they’re at work, so you have to lead the charge to change the culture of your contact center. This is what radical candor looks like:
9. Practice giving HIP feedback.
No, we don’t mean hip, like funky and fresh. HIP feedback is feedback that’s: Humble, Helpful, Immediate, In Person, Private criticism/Public Praise, and not about Personality. Giving HIP feedback is what helps you build a culture where feedback is expected and encouraged, and where you lead with radical candor. It’s all about being kind even when you have to criticize, about praising more often, and about coaching in a way that’s actionable and relevant for your agents.
10. Give your agents a set of questions they can ask you in one-on-ones.
Give agents an opportunity to ask you questions, too, but know that many of them won’t come up with questions or feedback for you on the spot. Set the expectation before meetings that you’ll ask for feedback, and email agents a list of potential questions they can ask in advance. Some will read straight from the list you give them, and others will take your suggestions and craft them into their own. Either way, this will help spark deeper conversations. Here’s a list of example questions you can pass along.
Whew! That was a ton of information. We’ll leave you with one, summed-up takeaway, so you can get back to your priorities. Be a better coach by giving your agents actionable and relevant feedback, personalizing your training, and finding time to coach your agents (even if that means a few at a time) every single day.
See how you can personalize your contact center coaching. Jump over to our blog post on the topic, here!