Nick Drake-Knight illustrates Continue & Begin Fast Coaching being used in a call centre environment with this 4-minute demo video.
The coachee has just completed an inbound customer call and is being coached around comms behaviours in this call centre.
The Explicit Standards referred to during the coachee’s self-evaluation reflect this organization’s expectations of call centre team members’ behaviours.
These behaviours are described in a structured model the brand refers to as ‘Helpful Conversations’. All team members have been trained in this behavioural model.