Coaching Strategy

Hi all

I am looking at puttng together a coaching strategy for a team within a call centre. Does anyone have any good ideas or suggestions on how to put together a strategy and what to include - what are you using in your own call centres? This is a service centre and not a sales environment.

Thank you

What we do is to use the Coaching session to cover the agents
- Call Quality/Monitoring scores the +(-) of the said calls
- Review their weekly performance (total calls, ACW, Not Ready Time, Adherence)
- Also tardiness record (if any)
- Agree to set targets for the nest session
However all this need to be pre-plan well by the supervisor & focus on key issues only as the agent might be defensive is the session is too long. The idea is to make it productive, two-way & learning experience so that both parties will look forward to the next session.