Courses
Call Center Call Monitoring: Q/A Listening & Coaching
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“It was nice to finally get some training that helped me diversify my coaching methods, to be effective with different types of sales styles, ability and the sales people themselves. Thanks CCTS!!!”
Scott Hill | Sutherland Call Centers
Are Your Reps still not Utilizing the Skills Training You've Provided?
My leaders cannot make the time to coach.
We understand the notion but disagree with the premise. Ultimately, the very best thing a leader can do is provide coaching, which means there is always time for it. What is the best call center environment? A place where the leadership has created a “coaching culture”. Supervisors and/or quality assurance analysts know that every day is a coaching day. Agents look forward to it because it is done well and helps them sell more or deliver service better. Through our Winning Management & Coaching program, we build these types of coaching culture scenarios. That said, until your leaders can get to it, let us provide our Call Listening and Coaching service. We can even do it just for a month or two.
My reps don’t feel like the coaching they receive is accurate or helpful.
This is a problem for call center QA teams and, sometimes, for the Supervisor level. Although anyone can check off the boxes in a QA process, understanding the subtle differences between good selling and great selling requires an expert. That is what we bring you. We do this for Inbound and Outbound selling as well as Customer Service.
We only give feedback and coaching when something went wrong.
What about coaching that reinforces the positive observations? We often remind Supervisors, “You may be the only person in the entire center in a position to notice when an agent is being amazing with a customer. If that agent’s technique never gets noticed, it likely goes away quickly, and that golden nugget is never found or shared.”
Our coaching tends to be focused on the metrics, not on any actual observations.
We all know the problem here is that no one is focused on how to improve. Telling an agent that they missed a metric will likely not surprise them. But what does it take to give actionable feedback on specific improvements so they meet it next time? We must know what the agent is doing on calls. We must be listening. That is how we find the quality issues behind a missed metric.
I don’t know that my supervisors are really the experts, or if they are qualified to coach.
If you want an expert in sales or service to do your coaching, contact us. But we are not experts in your calls? We know. We will become experts by listening and learning before we ever start coaching agents. We will build out new call flows and other job aids so the reps we coach get the best advice and tools that came directly from your own real telephone dialogues. And that means the skills can be used on the very next call.
Are you ready for something better?
Now you are looking for the solution to finally boost agent performance and meet (or even exceed!) your key performance indicators. Call Listening and Coaching caught your interest, and we’re glad. This is an easy and cost-effective way to boost your sales.
We specialize in Call Listening and Coaching here at Call Center Training Solutions. We love this work!
Typical Scenario – Agent Training Failed
The investment in agent training failed because there was no strategic plan to follow-up and reinforce.
- You manage 200 reps at your center.
- Your call center managers and support leaders are overwhelmed with managing their teams.
- Leaders are not great coaches, and frankly don’t have the time anyway.
- Your contact center quality assurance team is focused on legal and industry regulations, compliance and risk management, but they don’t actually contribute to your calls becoming world-class experiences for your customers.
- You tried the whole online e-learning thing. Your reps did not get much out of it!
This scenario, whether in contact centers of 10 reps, 100 or even 1000, is why we got into the business of Call Listening & Coaching in the first place.
“Mo and the team have been excellent partners. Their collaboration helped us deliver a better outcome as we’ve rebuilt our Quality form in a manner. CCTS has made a world of difference that will directly impact our customers and our brand. Our people are embracing the new form and are elevating the customer experience!”
Vice President, Member Services
MaxorPlus
How Does Our Call Monitoring & Coaching of Live Calls Work?
Our call monitoring and coaching is an outstanding solution when your training has not worked.
1) Front-End Analysis of Your Business Goals
2) Call Center Quality Monitoring and QA Listening Process
3) Complete Call Analysis of Agent Performance and QA Insights
- Direct Coaching to the Rep: In smaller centers, we can provide the coaching, weekly (semi-monthly or monthly). We also track the coaching so your leaders know exactly what we spoke to the reps about. Our coaching style is specific, but also uplifting. We prioritize areas of opportunity so reps never feel overwhelmed. And we are used to reps resisting, initially. Every rep comes around eventually, and most truly partner with us from the very first meeting.
- Call Data and Summaries at a Center Level: In larger centers, we provide the leadership team with our analysis of the center’s performance data. They can use these actionable insights to inspire their teams to be better.
- Activity Sweeps: Sometimes clients just want to know, “Are my reps making/taking the right number of the right kinds of calls?” Are they potentially doing anything fraudulent just to pad their stats? We provide reporting on what we found and our recommendations for the reps that we scrutinized.
Call Listening & Coaching
Description & Pricing
Pricing: $50-$60 per hour
This center has five reps. They make outbound sales calls. Our team can listen to about ten calls per rep per month and assess agent performance. We also include several meetings with leadership. All the Rep Observations are sent to the leaders as spreadsheets. This project is about 14-15 hours per month.
This center has 13 sales reps. They wanted Call Listening, Direct Agent Coaching and one monthly Activity Sweep. This project totals about 25-27 hours each week.
This center has over 500 agents. They have a full quality assurance team, but they do not listen for customer service skills. Their calls are Repair, so they can be as long as 30 minutes. Our team listens to the calls and spot checks, evaluating agent performance on the six major servicing skills that occur during their calls. This project is about 50 hours per month. Because of the size of the agent population, we do not provide direct coaching. We provide the call analysis data to the individual supervisors, who then coach their reps. We meet weekly with the entire leadership team to present our findings.
Contact us today to discuss your center.
Additional Options
We see such a huge impact in metrics that really helps to solidify your reps staying consistent with their newly learned skills (I LOVE our smaller clientele!). We can be much more hands on and coach and train your reps individually. In less than 30 days, your call center or calling team will be completely revamped with skills and tools they are confident they can apply on every call. Similar to our larger clients, the magic really happens in the Call Listening and Coaching. We get elbow to elbow with your reps, remote or in person, and really do some brain work where they need help understanding and applying skills. That’s why I’m so passionate about the way we call listen and coach. The results are impactful and fully sustainable.
Are you an rep yourself, determined to up your game and really stand out among your peers? We’d love to help you! We are SO passionate about how our training and coaching helps people that, this year, we are starting to offer something never done before. Send us 5-10 of your calls. We will listen and put together a fully customized, one-on-one training hour for you. This will be in person with me, Erica. And you can ask us anything during the hour! You can take whatever we make for you, and keep using it. Your training will always be based on your calls, and how to make them better. Never generic, boring, and essentially useless. If you are someone who makes your own calls and wants more info about this opportunity, let’s talk!!
This center has over 500 agents. They have a full QA team, but they do not listen for customer service skills and are not knowledgeable enough to provide expertise and the right feedback, even if they did. Their calls are Repair, so they can be as long as 30 minutes. Our team listens to the calls and spot checks to find the six major servicing skills that occur during their calls. This project is about 50 hours per month. Because of the size of the agent population, we do not provide direct coaching. Instead, we provide the call analysis data to the individual supervisors, who then coach their reps (we have also trained the entire leadership team in our Winning Management & Coaching course so they are great at delivering coaching). We meet weekly with the entire leadership team to present our findings and our recommendations.
Contact us today to discuss your center and your personalized Call Center Listening and Coaching Package
We see such a huge impact in metrics that really helps to solidify your reps staying consistent with their newly learned skills (I LOVE our smaller clientele!). We can be much more hands on and coach and train your reps individually. In less than 30 days, your call center or calling team will be completely revamped with skills and tools they are confident they can apply on every call. Similar to our larger clients, the magic really happens in the Call Listening and Coaching. We get elbow to elbow with your reps, remote or in person, and really do some brain work where they need help understanding and applying skills. That’s why I’m so passionate about the way we call listen and coach. The results are impactful and fully sustainable.
Are you an rep yourself, determined to up your game and really stand out among your peers? We’d love to help you! We are SO passionate about how our training and coaching helps people that, this year, we are starting to offer something never done before. Send us 5-10 of your calls. We will listen and put together a fully customized, one-on-one training hour for you. This will be in person with me, Erica. And you can ask us anything during the hour! You can take whatever we make for you, and keep using it. Your training will always be based on your calls, and how to make them better. Never generic, boring, and essentially useless. If you are someone who makes your own calls and wants more info about this opportunity, let’s talk!!
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“Love this content! Your trainings have taught our team so much!”
Tawnia Grone
Autism Learning Partners
“As always, Mo, your content and skills are always first class, and we have benefited from your training for years!”
Deepak Joshi
Personiv
“Have always loved your work, Mo. Exciting you are still putting great content out here for us to take advantage of.”
Kellen Brittingham
Deluxe Corp
Call Center Quality Assurance FAQs
What does regular, consistent coaching do for your reps, their customer interactions and customer satisfaction?
Consistent coaching can significantly benefit call center agents.
Skill Development: This is the most important one! Coaching provides agents with targeted feedback and guidance to enhance their skills. Training can only do so much to support agent development on its own. The coaching, post-training, will have the greatest impact on the training initiative’s ROI.
Confidence Boost: Consistent coaching helps boost agents’ confidence in their abilities. This confidence translates into better customer experiences and high quality customer service. It also translates, very importantly, into increased job enjoyment and longer employee retention!
Performance Improvement: Agents learn new strategies and techniques to handle customer inquiries efficiently, resulting in increased sales, improved agent productivity, reduced call handling times, and higher customer satisfaction scores.
What are some immediate tips that I can use to improve my coaching and support agent development?
Utilize Call Recordings: This one is probably obvious, but many analysts skip the step of playing call samples for agents. Analysts should review recorded calls to identify areas for improvement. Then, playing the call for the agent makes the coaching much easier to understand, digest and apply on the very next call.
Focus on Strengths and Opportunities: If we only focus on areas of improvement, this month’s strengths might become next month’s problem areas. To the agent, many coaching sessions feel like the sky is falling when the actual phone call and customer experience is quite good, overall.
How do you overcome agent resistance to the coaching that is being provided?
Inevitably, some call center agents are going to resist the coaching provided by leaders and quality assurance analysts. The good news is that most reps usually come around very quickly, if we communicate and “love on them” in effective ways.
Establish Trust: Remind reps that the feedback is about the skills, what they said and did, not about them as a person.
Provide Continuous Feedback: Coaching a rep once a month or less is just not enough.
Celebrate Progress and Successes! Most leaders do not celebrate when they see the increases in performance made by the agents who received the coaching. This step is critical, as it makes reps feel great. In the future, agents will be more willing to make the improvements again.
How specific does your coaching need to be regarding the skills that call center agents should be using on phone calls?
If coaching is going to make a difference, it must be specific. This means quoting the agent (what they said or didn’t say) and even mimicking their tone or emphasis if we are communicating about non-verbal skills.
Tailored Training: By analyzing the exact language used by agents, coaching can be tailored to address an individual agent’s strengths, weaknesses, and areas for improvement. This is one of the really big ones! Specific feedback on agents’ choice of words, tone, or handling of objections allows for more targeted training and development plans.
Higher Sales! When agents get better with the words and phrases they use, their sales increase. Often, it is the choice of wording that either turns off a customer or engages them in the dialogue.
Why does Call Listening and Coaching need to be immediate, as close to the observation as possible?
Freshness of Details: Conducting coaching immediately after the call ensures that the details of the conversation are fresh in the agent’s mind.
Timely Correction: Prompt coaching allows for immediate correction of any mistakes or gaps in the agent’s performance. It prevents the repetition of errors. This saves so many future poor calls from ever occurring.
Skill Retention: When feedback is given promptly, agents can immediately practice the recommended techniques in subsequent calls.
This approach maximizes the impact of coaching and supports continuous improvement in agent performance.
Do you coach my reps directly, or do you give your analysis to my leaders?
It depends on the size of your center. In a smaller center, we can coach your reps ourselves and keep track of each session, so your leaders know what we talked about. In a larger center, we hand our call analysis to your leaders, and they coach their own teams.
What kinds of calls do you listen to?
We listen to sales calls, both inbound and outbound. On customer service calls, we listen for service quality.
Can we use your Call Listening and Coaching for just a month or two?
Yes, you can. We are happy to step in until your leaders have the time to take on the coaching themselves.
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