Marketing Blog & News

Purposeful Coaching Sessions are Essential to Call Center Success

I recently read an article by Monique Honaman, partner in the ISHR Group which provides leadership assessment, development and coaching services. They have created a model called GUIDE Coaching. I found it particularly interesting since our call center is filled with coaching opportunities on a daily basis. On numerous occasions, I have encouraged our supervisory team to really focus on the individual employee during each interaction that they have with them – beyond just coaching on a specific technique or making sure an agent handles an objection differently the next time they run across a similar situation. It important to make each interaction meaningful rather than just relaying information regarding a process change, how to tweak an opening statement, etc.

The GUIDE Coaching model is as follows,

Ground – This step embodies the essence of engagement. It is all about establishing a relationship