Call Center Coaching: How to Provide Real-time Metrics and Effective Advice

July 5, 2016 Gretta Hermes

call center coaching tips

Call centers are often one of the first places where customers personally interact with a services provider, and this experience can make or break a customer’s opinion of the company.

So it makes sense that 92% of contact center leaders see high value in communicating metrics in real-time with front-line agents. Unfortunately, many companies don’t get around to delivering those metrics until weeks later, if at all.

Following timely and effective call center coaching steps are invaluable for helping front-line agents step up their game. It’s a way to boost sales opportunities, enhance customer experience, and grow product knowledge. Technologies like advanced natural language generation (Advanced NLG) can automate these communications.

Here are two call center coaching best practices we see time and time again at successful customer service organizations:

Provide Detailed and Timely Feedback

It’s important that customer service representatives understand not only how they are doing in relation to their goals and the customer feedback they’re receiving, but also how to do better. With managers having an often high number of direct reports, metrics and feedback become difficult to analyze and communicate.

By the time managers are able to sit down and do a formal analysis of an employee’s performance, many new data points have already arrived, meaning recommendations could be out of date. A previous coaching point could become moot or new challenges could have arisen with that particular employee.

Our Advanced NLG platform, Quill, enables managers to communicate with their direct reports more frequently by automatically analyzing the data associated with each employee and generating performance insights that are not only aligned with call center goals but also customized to adhere to a specific coaching methodology.

If you’re a call center leader, your coaching style may vary, whether it be asking for small, incremental improvements, sandwiching criticism between positives, or delivering stern feedback on poor performance. Despite the various types of feedback you’re delivering, your end goal is always the same: reaching certain benchmarks to improve business results.

Look at the Full Picture

In addition to reporting on the current performance of a customer service representative, it’s important to see how your employees are doing historically and compared to their peers. While these metrics can be captured, the process involves handling even more data, creating additional work for already busy managers.

By automating this process with Advanced NLG technology, managers can understand the full picture of an employee’s performance, making it easier to tailor coaching in a highly targeted approach and giving managers more time back in their day.

Individual employees receive the timely feedback on their work that they crave, and self-learning is encouraged for ultimately better performance. Utilizing call center coaching will create a culture of improvement, accountability, and open communication.


Maximizing the value of your call center metrics via reporting with Advanced NLG provides numerous benefits.

See how Quill can help with your employee performance reporting and management by scheduling a demo today!

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