Last week, we began talking about some issues that managers who want to coach their own employees may face. For a recap of that, check out last week’s article.
Now, let’s finish up what may be challenging for managers when trying to successfully coach their own call handlers.
What is the top reason that it is difficult for managers to coach employees internally?
1. The follow-through process
Assuming a coaching responsibility internally may result in poorly defined goals, poor execution plan; lack of accountability, rewards, and consequences.
Coming up with a plan for management to coach and actually following through with that long-term are two very different things. A proper and well-crafted call coaching program requires a written plan with goals, a follow-through plan, KPIs, and check-ins on results that the coach and person being coach both understand and agree upon.
Follow-through details are difficult whether the business has an internal manager functioning as a call coach or hire a 3rd party. The energy required to stay on top of the program adds even more responsibilities to the manager as they are responsible for the coaching program’s success.
Required Call Management Processes and Skills
Your business and your managers must stay alert to the challenges described above and proactively tackle them to ensure coaching is successful. There must be systems in place to:
- Hold people accountable – call handlers and managers – for their goals.
- Help call handlers practice new skills until they master them.
- Allow call handlers to discuss their performance and goals with their manager/coach.
- Give team members the support needed to make progress, understanding that skill acquisition is not linear and often does not happen overnight.
- Create a culture that supports individual and peer-to-peer learning and positive reinforcement.
Coaching requires managerial support, but research shows that many frontline managers lack the skills required to develop their direct reports. With all of a manager’s responsibilities and demands on his/her time career and skill development often falls to the wayside. A better approach is to ensure that managers create the right environment for successful coaching–setting the scene for call handlers and experienced coaches to work together for enhanced call handling performance.
Are you ready for your call handlers to begin call coaching but don’t have the time and energy required in-house? Contact a CallSource representative and learn more about our call coaching program.