This is a type of coaching where one employee sits alongside another employee listening in on the call. This is used in both contact centres and BPO.
This is particularly useful towards the end of the induction training period when the new advisor is starting to take calls.
The coach then can listen to how the call is going and can direct the advisor to certain parts of the screen, or in some cases can take over the call. There is then an opportunity at the end of the call to review performance.
Author: Jonty Pearce
Reviewed by: Robyn Coppell
Published On: 11th May 2022 - Last modified: 25th Sep 2025
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