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Telephone Coaching

Outshine can support you in developing your teams skills and talent with telephone coaching services. Few people would argue that training is one of the best investments you can make in your telephone staff. Training is directly related to employee satisfaction and job performance. It also provides one of the best returns on your investment if you leverage that investment properly.

The way you do that is to follow up training with coaching.

Coaching is important in many businesses. Satisfied employees lead to less turnover and greater productivity, so what can supervisors do to coach effectively and develop the talent on their teams?

Outshine provide one to one coaching for individuals. We also run workshops that equip supervisors with the skills to coach their telephone team.

LOL: Listen, Observe and Learn

To understand the environment you’re trying to improve, start by spending time with the telephone staff. Listen to them on live calls, noting what you hear. Observe the types of challenges they face, their areas of strength and their opportunities for improvement. Also listen to a random sampling of recorded calls to assess the current skill levels of your team. Learn who’s strong in various skills, leveraging your best people to help mentor those who need more training in certain areas.

Be Ready to Offer Feedback

Learn how to respond with appropriate feedback for the various behaviours you’ll encounter: people doing things correctly, those in need of a little refinement and those who are not doing the job correctly.

Make it Constructive

Remember that the result is to help someone on your team to do the best job possible. Keep the feedback positive and constructive, explaining how it helps the employee to do her/his job more effectively and how it furthers the sales process.

Be Fair

Make an effort to observe and offer feedback to all your team members, not just the ones you think need the most improvement. All employees, even the most motivated, need to know you’re tracking and appreciating their work.

Strive for Consistency

Make sure to follow up with team members over time to let them know you recognise their efforts toward improvement.

Set Goals

Develop realistic, obtainable goals with each of your team member. Check in with them every month or two to see how they are progressing; goals should be something your team are working towards week to week, month to month and all year round, not just at the beginning of a new year or right before annual reviews.