Callcenter Booboo #2
Coaching and Feedback
As I’ve mentioned on my Callcenter Booboo #1- my account’s under heavy stress and now it is getting heavier and stressful. Lately, it is hard for me to give feedback and coaching to my team as we need hit our account’s SLA (Service Level Agreement) first. All off the phone activities are cut down to nearly 90% (just a wild guess. lol. 
). Realtime feedback wouldn’t be as feasible like before. So, the geek that I am searched the web to find a way to provide feedback and coaching without affecting our SLA.
Lol-ing.
Well, a good one-on-one allow agents to gauge their performance in a way that would enable them to improve. Sad to say, not all Team leaders and or Team Supervisors or even Managers have made such a system. Coaching and Feedback is essential so as to make sure our frontliners - the agents know where they stand and what they need improve on. Feedback also helps train managers/supervisors on how to communicate well with their subordinates.
So, having said that I need to find ways, fast, to provide effective coaching and feedback.
Cartoon Courtesy: callcentercomics.com
No comments yet.