Three Great Examples from This Week’s Call Coaching

Above view of several business people planning work at round tabWe had a great day call coaching two of our client’s sales teams on Wednesday. We provide integrated services for this client which include a customer survey, on-going call assessment and bi-monthly call coaching.

A few highlights from our coaching sessions:
  • Data from our ongoing Service Quality Assessment revealed that a common courtesy service skill had significantly declined for a team of Regional Account Managers. The objective data pinpointed the real reason for the decline: one agent’s performance has drastically deteriorated since the beginning of the year. We were able to share with this agent, from our survey results, how courtesy is not only a key driver of their customers’ satisfaction but is also a key differentiator between his company and their competitors. We were able to listen to a call together in which the courtesy skill was missed and discussed strategies for implementation. The agent left informed, motivated and equipped. The ongoing call assessment will hold him accountable to make progress.
  • Another agent on the same team was new about 18 months ago. The agent transferred from an operations position and was new to the phones. In the beginning he was the poorest performer, struggling to learn the ropes. In our coaching session yesterday we were able to show that our data now quantifies that he is currently the team’s best performer. From “worst to first” in less than two years. “It’s all because of your coaching and data,” he said. “It’s thanks to you.” He did the hard work, but we’ll gladly take the compliment. It was great to celebrate with him. We love being the bearers of good news!
  • In a different session we coached a member of the Inside Sales team. The Service Quality Assessment revealed the agent’s service performance has declined slightly in recent months. It wasn’t a major problem, but we wanted to address it before it got worse. Digging into the behavioral data, we could identify specifically which service skills had been demonstrated less consistently, listen to examples in actual calls, and discuss strategies for remembering and employing the skills. The agent will receive monthly data via our Service Quality Central web portal to track the progress.
We leave our time with the client feeling good about the measurable value we’ve been able to provide through real data that translates into actionable coaching and training. If you’d like real data to quantify which dimensions of service drive your customer’s satisfaction and real number that reveal how your agents are performing in those daily moments of truth with customer, the give us a call (515.278.1516) or drop us an e-mail. It’s what we love to do!

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