Effective coaching helps call centre agents improve their communication skills and customer interactions.
Nick Drake-Knight, illustrates how Continue & Begin Fast Coaching can be used in a call centre environment to guide agents through self-evaluation and improvement.
The coaching session focuses on Helpful Conversations, a structured behavioural model used within the organisation.
Video: A Great Way to Do a Coaching Session
Watch the video below to hear Nick illustrate 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.
With thanks to Nick Drake-Knight for contributing this video.
Coaching in Action
After completing a customer call, Beth, a call centre agent, reflects on her performance with her coach. The conversation follows the Continue & Begin Fast Coaching approach, starting with recognising what went well.
Beth identifies key strengths in her call, including:
- Showing empathy and being on the customer’s side.
- Clearly explaining how she would help.
- Asking the right questions to understand the customer’s needs.
- Avoiding jargon and using simple, clear language.
The coach reinforces these positive behaviours and records them in Beth’s action plan.
Looking Ahead
The next step is identifying areas for improvement. Beth realises she could have:
- Directed the customer to the online help service to make things easier.
- Ended the call with a genuine thank you, rather than rushing the closure.
These become her “Begin” actions—specific behaviours to focus on in future calls. She commits to practicing them until they become second nature.
The Impact of Fast Coaching
By structuring feedback around what went well and what could improve, the coaching process builds confidence and helps agents refine their skills.
The session ends with a plan for follow-up, ensuring that progress is reviewed and reinforced over time.
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Author: Nick Drake-Knight
Reviewed by: Robyn Coppell
Published On: 22nd Apr 2022 - Last modified: 1st May 2025
Read more about - Video, Coaching, Nick Drake-Knight
