{"id":17804,"date":"2016-06-03T19:39:40","date_gmt":"2016-06-04T03:39:40","guid":{"rendered":"http:\/\/coachestrainingblog.com\/becomeacoach\/?p=17804"},"modified":"2016-06-10T19:40:20","modified_gmt":"2016-06-11T03:40:20","slug":"quality-assurance-coaching-tips-and-call-center-coaching","status":"publish","type":"post","link":"https:\/\/coachestrainingblog.com\/becomeacoach\/quality-assurance-coaching-tips-and-call-center-coaching\/","title":{"rendered":"Quality Assurance Coaching Tips and Call Center Coaching"},"content":{"rendered":"

Quality assurance coaching tips<\/a> aren\u2019t about ensuring that you are offering quality coaching \u2013 it\u2019s about offering coaching to a company\u2019s call center. It\u2019s about targeting a niche and opening up a new target market for your coaching practice.<\/p>\n

\"Coaching
Coaching Tips<\/figcaption><\/figure>\n

What is Call Center Coaching?<\/h3>\n

Everyone has dealt with a call center or a customer service representative at one point (probably many points) in their life. Sometimes it sounds like you\u2019re speaking with people on the other side of the globe, and other times it seems as if the person is not really listening and certainly doesn\u2019t care about your issue.<\/p>\n

However, call centers, customer service representatives, or quality assurance departments are extremely important to a company\u2019s success. Sure, a business can survive for a while without quality customer care, but it will eventually catch up to them, and sales with begin plummeting because word will get around that their customer service is horrible!<\/p>\n

Call center coaching is just what it sounds like \u2013 it\u2019s providing coaching to the managers of a call center and to the individuals who staff those call centers. This is where you would offer quality assurance coaching tips<\/strong><\/span> \u2013 to get a company\u2019s quality assurance department running effectively and presenting a positive image for the company.<\/p>\n

Quality Assurance Coaching Tips<\/h3>\n

If you decide to pursue call center coaching as a part of your practice, the number one quality assurance tip you can offer is to be flexible enough to change when change is needed. If you do what you\u2019ve always done, you will get what you\u2019ve always gotten! You probably wouldn\u2019t be hired to coach customer service if company supervisors thought everything was going great \u2013 so change is most likely warranted!<\/p>\n

So \u2013 start with the knowledge that you were hired to make changes, and it is up to you to first identify the problems before you do anything else.<\/p>\n

More Quality Assurance Coaching Tips<\/h3>\n

Once you have identified the problems, it\u2019s time to start coaching. Your next step would be to discuss with supervisory personnel exactly what their goals are for the call center. Do they want a specific number of calls taken in a specified time period? Do they have a maximum amount of allowable unsatisfied customers? Do they want each customer service rep to spend a maximum or minimum amount of time with each customer?<\/p>\n

There will probably be many different goals, some measurable and some more subjective. But, like all coaching, identifying goals is a critical part of successful coaching.<\/p>\n

Once goals have been identified, you can work with the employees on:<\/p>\n