Skills for Coaching Employees: From Potential to Performance

Successful businesses recognize the importance of quality leadership. Having skilled mentors at hand to encourage and engage contact center employees can make or break desired performance levels. While many supervisors and managers are natural leaders, others may struggle when required to praise or discipline employees. Coaching plays an important role in the success of each team or department, and contributes to the overall success a company. If your center suffers from lackluster leadership, provide supervisors and managers with call center employee coaching training and watch revenues increase.

1 in 3 employees don’t think their boss is an effective leader. Source: Workforce.com

Coaching Skills Training Increases Employee Productivity

When employees’ are supervised by effective leaders, their productivity increases. Effective leaders are skilled at praising employees for a job well-done, and expert at correcting undesirable employee behaviors. Call center coaching skills training teaches supervisors and managers how to connect with employees. When employees’ are engaged they are more receptive to coaching, and management is able to maximize time spent with each employee to improve his or her performance.

Coaching Skills Training Decreases Employee Turnover

Employees who have regular, positive interactions with management are more engaged, and feel that their work efforts are validated. Engaged employees’ work more effectively, provide suggestions to improve company procedures, and try harder to exceed customer expectations. And most importantly – they are less likely leave. Coaching skills training provides management with the tools necessary to effectively engage employees. When employees are engaged, it is much easier to create a productive environment, where employees feel like a team and each member feels his or her effort impacts the overall success of the company.

Coaching Skills Training Optimizes Center Performance

Coaching skills training for call center supervisors and managers optimizes center performance by increasing employee productivity, reducing employee turnover, and improving employee communication skills. Coaching training teaches supervisors and managers how to best communicate with their employees, and with each other. When managers and supervisors are communicating well, it not only sets a high bar for all employee interactions, it also aids in expediting customer issue resolution. When management speaks a common language and has great rapport, they are more willing to help one another out and work together to achieve high customer satisfaction scores.

Providing your call center leadership team with coaching skills training is a small investment that will reap great rewards. New supervisors and managers will gain the confidence they need to succeed and veteran management staff will be reminded of the benefits gained from regular interactions with employees. Coaching training is a proven method of transforming supervisors and managers with potential into high performing professionals.

Read more:

• How to Coach 1-2-1 Effectively