COACHING and SKILLS

BUILDING
Review previous coaching discussion
Li sten to recorded cal l pri or t o coachi ng
Begin the session by greeti ng the agent
Hi Banong. Great to see you!
Establish rapport: Needs, Likes, Ambition…
Provide an overview of the discussion:
We shall be focusing today on quality. We will review our last action plan and determine if we have achieved
good results. Then we will listen to your call. Then I’ll ask you to identify what you
did well. Then you’ll tell me what you can improve on. After which, I’ll provide you with my feedback.
Then we will look at options on how to reinforce your strengths and address your AFIs. After we look at the
options, we will then choose the best one and practice or action plan on. Are there things you want to include
in our agenda?
 Ask agent for inputs in the agenda
Do you have things that you want us to include in our agenda?
Agent may present points that he wants
to be included in the agenda
Write down agents agenda inputs
 Segue into the discussion
Ok. Shall we review our last action plan?
Hav e agent l isten to the cal l
Let’s now listen to your call..
 Have agent identify strengths
Now that we have listened to your call, can you tell me your strengths?
TL, these are my strengths…
Have agent identi fy A reas for Impr ov em ent
What about areas for improvement?
TL, these are my areas for improvement…
Find out if AFI is due to Knowledge/Skill or Attitude
Can you tell me more about <AFI>?
Agent: TL I’m finding it difficult to <Skill Issue>
Agent: TL I’m finding it difficult
to…

SKILL ISSUE
1)Let me explain to you the skill. 2) Then, I’ll demonstrate you how it is done.
3)Then, we’ll do it together. 4) After which I’ll ask you to do it alone.
5)And I’ll provide you with feedback
 The reason why this should be done this way is…
And the way you say it is… Can we try it together?
Coach and agent do the skill together
 Provide feedback:
That was great! When you said that <example> and did <action>,
you were able to… Let’s now see how you do it alone?
 KNOWLEDGE
If the agent makes a mistake, continue to encourage him
That’s ok. Do you want me to show it to you again?
Demonstrate again if needed
Then, have the agent demonstrate the skill again
Commend the agent when the skill is done right
Now the you can do the skill, when can I see you do this in Ops?
Shall we write that down in our coaching log
(document WHO DOES WHAT BY WHEN)
Type Action Plans in the Coaching Log
Have agent sign on action plan
Track accomplishment of action plan
Make agent responsible for tracking action plan
Thank the agent