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22nd April 2022
Effective coaching helps call centre agents improve their communication skills and customer interactions.
Nick Drake-Knight, illustrates how Continue & Begin Fast Coaching can be used in a call centre environment to guide agents through self-evaluation and improvement.
The coaching session focuses on Helpful Conversations, a structured behavioural model used within the organisation.
Watch the video below to hear Nick illustrate Continue & Begin Fast Coaching being used in a call centre environment with this 4-minute demo video:
The coachee has just completed an inbound customer call and is being coached around comms behaviours in this call centre.
The Explicit Standards referred to during the coachee’s self-evaluation reflect this organization’s expectations of call centre team members’ behaviours.
These behaviours are described in a structured model the brand refers to as ‘Helpful Conversations’. All team members have been trained in this behavioural model.
With thanks to Nick Drake-Knight for contributing this video.
After completing a customer call, Beth, a call centre agent, reflects on her performance with her coach. The conversation follows the Continue & Begin Fast Coaching approach, starting with recognising what went well.
Beth identifies key strengths in her call, including:
The coach reinforces these positive behaviours and records them in Beth’s action plan.
The next step is identifying areas for improvement. Beth realises she could have:
These become her “Begin” actions—specific behaviours to focus on in future calls. She commits to practicing them until they become second nature.
By structuring feedback around what went well and what could improve, the coaching process builds confidence and helps agents refine their skills.
The session ends with a plan for follow-up, ensuring that progress is reviewed and reinforced over time.
If you are looking for more great insights from the experts, check out these next:
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
Connect with Robyn on LinkedIn
Read more by Robyn CoppellReviewed by: Hannah Swankie
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