Call Center Coaching

What is call center coaching? 

Call center coaching is a targeted approach to help agents improve their skills and performance through regular feedback, practical learning and personalized advice. Unlike annual reviews, it focuses on ongoing improvement, giving agents clear and practical tips to do better in their roles.  

Call center coaching is important because continually skilled agents deliver better customer service, which results in happier customers and eventually better customer retention. It also improves agent engagement as everyone receives individualized attention focusing on their strengths and weaknesses. 

Best practices for call center coaching 

While your coaching techniques depend on your brand, use cases and priorities, here are four overarching best practices and techniques for call center coaching. 

• Focus on coaching everyone, not just low performers, to ensure all agents can excel. 
• Use short, targeted coaching sessions throughout the day to address specific issues and boost performance. 
• Always have a clear goal for each coaching session to keep agents focused and avoid overwhelming them. 
• Start with positive feedback to motivate agents before discussing what needs to be improved.