If you’ve already documented your internal best practices, the next logical step is to ensure your Coaches are aligned with the best practice implementation. They should understand the call flow and should know the specific behaviors that have proven to achieve desired outcomes – and they should be able develop people towards improved delivery of those behaviors.
We can incorporate your documented best practices into a Training Manual that will teach your Coaches how to coach using a 6-step, developmental coaching process - focusing on utilization and execution of the best practice behaviors, verbiages, vocal variances, techniques and mindsets. You can then use this tool as either a classroom training aid or as a self-study aid.
We can also incorporate your documented best practices into a facilitator-led, small-group workshop. One of our expert Trainers will teach your Coaches how to successfully coach against agents’ usage and delivery of the documented best practices. We use a 3-part approach that consists of a one-day group workshop, then ½ day per Coach live job shadowing and feedback sessions, then ½ hour per Coach via telephone several weeks after the workshop where we will individually address remaining questions, challenges and successes. (Max of 6 Coaches per Workshop).
See also – Coaching section