Coaching the Coach

Contact Center Pipeline

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors. Coaching calibration call center call monitoring coaching contact center supervisor training

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden

What I did is I began meeting weekly with my supervisors to calibrate. Calibration is simply: To check, adjust, or determine by comparison with a standard (the graduations of a quantitative measuring instrument): calibrate a thermometer. To make corrections in; adjust: calibrated the polling procedures to ensure objectivity. After about 90 days of regular calibration, here are some of the benefits we saw: It improved the consistency among everyone who monitored.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Transitioning from agent manager to coach


But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching? Managers must be coaches first. They believe that they’re coaching when they’re actually just telling their employees what to do, or micromanaging them.

Are calibration sessions necessary in an AQM environment?

DMG Consulting

Do we still need to do calibration sessions? Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration. Calibration is a critical component of a successful AQM program, as it is in a traditional QM process.

Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland

Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair. Coaching’s not a prescription for … Call Center Contact Center Customer Service Leadership Quality Management Brad Cleveland calibration coaching quality management

Quality and Clarity: Passing and Receiving the Communication Baton

Contact Center Pipeline

Communication call center coaching communication contact center QM calibration quality assurance quality monitoringPassing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a leadership seminar and much of the program’s focus was on communication. We actually handed out relay race batons to illustrate the action of “handing off” information. Business is about communication regardless […].

Mystery Call Coaching: Leveraging Measurement to Achieve Improvement

CSR Inc.

With QA, coaching and accountability are the diet and exercise. Call Center Agent Coaching ‘The more coaching, the better’ is a mantra we drive home with clients. Coaching touch points are critical to making progress. The number of calls that can be used in coaching sessions is one of the criteria we use when determining the quantity of calls to evaluate. At the end of the call the agent identifies themselves, and then provides coaching on a few key behaviors.


Sikorski's Think Abouts

What will coaching do? Modify agent behavior through coaching. Provide the calibration function. This week’s question for your employees – Why do you like being coached? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged. Result in suggestions to improve procedures. Optimize Contact Center performance. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs.

101 Call Monitoring Parameters for Quality and Coaching


Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon). The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar. You can’t improve what you don’t measure. That’s why choosing the right call monitoring parameters to track call quality and measure rep performance needs to be a top priority.

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden

Monitoring Sans Coaching. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way. Most companies skip calibration, but I don’t want you to make this mistake. Expecting Coaches to Coach Without Training.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Develop Calibration Strategy. Calibration (step six) is a necessary step to help you review objectives fairly. Design Coaching Strategy. Develop Calibration Strategy.

Quality Time for Your Contact Center?

Monet Software

These individuals take the lead in creating diagnostic tools like monitoring quality in live and recorded contacts, and identifying ways to train, coach and instill a quality mindset at every level. 3 Calibrate Quality Evaluations and Metrics.

Quality Assurance Implementation: In With the New… AND the Old?

CSR Inc.

Calibrations Aren’t Just a Chore. It is the supervisors who coach agents that make or break a quality program. Follow up Coaching the Coach sessions (LINK TO TRAINING MODULE) are great refreshers. Calibrations Aren’t Just a Chore. One of the ways in which managers can support their team is to ensure that supervisors have the time they need to undertake routine calibrations. Calibrations run smoothest when healthy conversation is fostered.


Sikorski's Think Abouts

Performance Standards (Calibration) Chart. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance performance guidelines QA Quality Analysts Quality Assurance Quality Management Quality Monitoring Sikorski's Think AboutsA formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated.

But we had training on that!

Robert Davis

I was sitting in on a company calibration between the client and the contact center BPO. There was very little follow-up coaching. Is coaching and development part of your organization’s DNA? Are your leaders doing all the coaching they should be doing? Resources call centers coaching contact centers development trainingBy Brad Baumunk , President and COO, Robert C. Davis and Associates.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG Consulting

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

The Fusing of AI & Automation with Human Judgment in Call Center Success


Calibrating machine learning algorithms usually involves feeding in large batches of data for them to learn from. AI is a powerful tool for more effective coaching in a call center, improving upon the traditional approach to such a challenging process in more ways than one.

How Important is Training for Call Center Supervisors & Managers?

CSR Inc.

Customer Service Starts With Coaching the Coaches Many times when we think about Call Center Quality Assurance , we focus our attention on the front line agents. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs). Supervisors and managers themselves need to be instructed on coaching & training best practices and techniques.

A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score. If it’s a failing score, the fight or flight response engages in their brain, they immediately go on the defensive, and any coaching opportunity is lost. Where does quality calibration come into play?

The Miracle Of Visualizing, Planning, And Executing Your Best Customer Experience Yet – Through Quality Monitoring

Myra Golden

On August 9th I am hosting a webinar, Quality Form Development & Coaching. In this webinar I discuss exactly how to hold focused, fast and effective calibration meetings , I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms I have designed for my own clients, and we explore scoring, and the best monitoring methods. Twelve years ago, I created a vision board.

Four Contact Center QM Practices That Stand the Test of a Global Pandemic


With this critical information, you can identify exactly where each agent is delivering great service while uncovering opportunities for additional training, coaching and tools. You can determine the coaching and training that will have the greatest impact on customer experience. Assure agents that coaching is a tool to identify where they need help and to alleviate stress by providing training and tools that will make them more successful. Calibrate the Process Regularly.

The Three C's For Meaningful Performance Reviews

CX Accelerator

When you engage your employees through the narrative of celebrating, calibrating, and cultivating, they will walk out of their review refreshed and ready to attack the new year! CALIBRATE A performance appraisal is not the time for new coaching. You’ve (hopefully) been putting in the hard work of coaching this employee all year. It’s never appropriate to bring up brand new coaching expectations as part of the end of year performance appraisal.

Building Your Best Culture in 2019

CX Accelerator

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? If people do abuse it and it’s failing out of balance, they need to be coached up or coached out.

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. It’s an efficient way to calibrate multiple customer interactions in a timely manner. This article was originally published on the FCR blog on May 24, 2019.

Time to Fire your Training Department?


I was on one of those dreaded calibration calls with an external client — you know, that conference call where you randomly listen to a phone call from a customer and critique how well the representative did. This skill is imparted via coaching and not training. You could introduce the concept via training, but to really get proficiency at that art, an individualized coaching is paramount. Make it your goal to shorten training and increase coaching.

The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. Together this makes for an effective quality program, without expensive and time-consuming calibration and ambiguous results. We know intuitively that better hiring, better, training, and better coaching will produce better performing agents, but most CCO’s don’t want to make that investment or take that risk. By: Colin Taylor.

Call Quality Monitoring Dos and Don’ts

NICE inContact

attitude that impedes getting buy-in during coaching sessions. Letting agents listen and score their calls before talking about them, involving them in calibrations, and listening to top performers helps create a collaborative feeling that improves coaching effectiveness. DO: Hold recurring calibration sessions. Calibration with all the stakeholders helps ensure that monitoring and scoring is done consistently.

Tips To Improve Quality Monitoring

Etech GS

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes. They should stay calibrated with your third-party quality team to ensure that both groups deliver consistent results. Invest in coaching the agents.

10 Steps to Creating Great Outsourcing Partnerships

Taylor Reach Group

6) Calibrate on quality: You know what your customers need, and your quality system should reflect that knowledge. Calibration calls help keep everyone aligned. Calibration can be done a number of ways. Separate from calibration, the partner should be regularly monitoring each individual for quality, according to your standards. By: Peg Ayers , MBA, CCXP. Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data. Before you coach the call, ask, “How did that call feel to you?” When you open this way, employees will automatically begin to coach their own calls, much like my son started to self-evaluate his performance on a simple DVD for his grandparents.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Think about the evaluation, the calibration, and the coaching. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments. Simply said, Survey Calibration is a process within any survey program where the data is sanitized to ensure accuracy. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest.

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Customer Service Life

In a recent quality calibration with a client, we were reviewing a particular interaction where the agent had given an incorrect answer that would likely require the customer to call back. This is one easy way to insert CSAT into your quality calibrations and coaching. This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original.

9 Contact Center Best Practices for 2020 (and Actionable Tips)


Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Assure them that coaching and training will improve customers actions and make them more successful. Calibrate regularly.

4 Reasons Your Quality Management Stinks

Customer Centric Support

According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Alternatively, when QM programs were implemented well agents experienced the following: I respect my coach and appreciate it when she shows me examples of ways to do things better. QM is all about coaching and enhancing behaviors.

9 Contact Center Best Practices for 2020 (and Actionable Tips)


Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Assure them that coaching and training will improve customer interactions and make them more successful. Calibrate regularly.

Resolving the Riddle of Retention

Taylor Reach Group

This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes. Profiling allows job descriptions, the recruiting process/candidate assessment, training, nesting, and coaching to be better aligned and continually improved. Inconsistent coaching and tracking, often due to a lack of training on how to coach adults.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

We all know intuitively that there is a relationship between hiring, training, coaching and systems and the resultant quality, however defined. Internally the quality assessors can calibrate between themselves. But calibrating with the client is much more challenging. The calibrated calls become a sample of this small sample. Of course, every time someone on the CCO or client team leaves or moves onto another role, the calibration process must be reset.

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

Customer Service Life

My rule of thumb for what else to add to a quality form is: Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time. At best, you’ll coach agents on a bunch of one-off issues but never see the greater impact of that coaching. Here are some of the benefits of a great quality tool: Effortlessly create forms and calibrations. Track agent progress and target coaching and training.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. Continuous coaching and training helps mitigate this risk. Live Call Monitoring, Coaching, and Inter-agent chat.

5 Considerations for Creating a Multi-Channel Quality Management Form

Customer Service Life

A simpler form means we can evaluate more interactions and spend more time coaching our agents. This guide is also a great way to ensure that the entire team is well calibrated as we use it as our guide during calibration sessions. This analysis is invaluable to pinpointing the areas where individuals and the team as a whole excel and where they require focused coaching and training. This article was originally published on the MaestroQA blog on June 6, 2019.