Call Coach? QA Analyst? Both?

We have had several clients who are faced with the dilemma of figuring out who they will put in the role of QA analyst or coach. There are no easy answers and the criteria for determining the "right" person can vary depending on several factors.

What will this person do? Do you need an analyst, a call coach or both?

People who are strictly going to listen to and analyze calls should have strong analytical skills, be well organized, and pay attention to detail. Call analysis is the task of turning behaviors into data so people who are good with numbers, logic and statistics will tend to do well.

Call coaching requires strong interpersonal communication skills. Often, coaching is the process of communicating data in such a way as to motivate behavior change. Because call coaches work with a wide range of personalities and communication styles it is important that they have the ability to adapt their own communication styles to effectively help CSRs set goals and improve.

Because call analysis is, primarily, a left-brained activity and coaching is, primarily, a right-brained activity, most individuals will tend to be stronger in either analysis or coaching. If you want a person who effectively does both, you may have a challenging hunt ahead of you. At the very least, you will likely find an individual who is stronger in either analysis or coaching and must develop their area of relative weakness.

  2 comments for “Call Coach? QA Analyst? Both?

  1. July 18, 2008 at 11:44 am

    I agree that they are separate roles.
    I think that the analyst is one that you would want on your payroll. This is what I see in many companies.
    I think that the coach is a more difficult one to source in house.
    Coaching is one where you could more readily outsource it. Perhaps this could be two days a week, or two hours per agent per quarter or something like that.

  2. July 25, 2008 at 5:08 am

    The QA Analyst will work closely with Data Quality Analysts and grow the QA team as needed by the organization’s growth. How can we best evaluate the performance of the quality analyst in our call center?There are two primary areas to address when evaluating the effectiveness of a call center quality analyst or coach:
    1) Determine if the coach has performed the one-on-one training sessions that they were supposed to deliver.
    2) Determine if the coach is effective at providing constructive and actionable direction. Begin by ensuring that the coach has conducted the required training sessions.

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