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11th May 2022
This is a type of coaching where one employee sits alongside another employee listening in on the call. This is used in both contact centres and BPO.
This is particularly useful towards the end of the induction training period when the new advisor is starting to take calls.
The coach then can listen to how the call is going and can direct the advisor to certain parts of the screen, or in some cases can take over the call. There is then an opportunity at the end of the call to review performance.
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on LinkedIn
Read more by Jonty PearceReviewed by: Robyn Coppell
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
