Resultant Contact Solutions, LLC - The 7Es of Call Center Coaching

Resultant Contact Solutions

The "7Es" of Contact Center Coaching

Resultant Contact Solutions, LLC
is dedicated to increasing your
revenue, while reducing your cost to
sell and service your customers.

Every day, our call center expertise
helps companies like yours build
profitable long-term relationships
with their customers.

Anyone can offer you more ideas.

We offer the tools you need to grow
your business. At Resultant, your
Return On Investment is how we
measure our success.

Why wait? Contact us today.
See how Resultant is different by
definition. Your company's journey to
improved results can start with a
single step. Contact us today.

Phone: 316-361-0502

Email: info@resultant.biz

Address:
Resultant Contact Solutions LLC
510 Creekwood Dr.
Marietta, Georgia 30068

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We train Coaches to educate their Agents using the "7 Es":

Explain
The Coach explains the specific strengths and the areas of
opportunities in the Agent's calls and/or asks the Agent to do it
(depending upon the Agent’ experience, behavioral history, and/or
learning style). It is absolutely essential that a balance between
positive reinforcement and constructively critical feedback is
established from the outset of the coaching session.

Example
The Coach gives an example of the correct call behavior through a
demo call, tape listening, and/or role-play. Merely telling an Agent
what you expect to hear in their calls is inadequate.
Only a fraction of Agents are cognitive learners, capable of fixing an
issue only by having it explained to them. Providing a real example of
the Agent’s defective call behavior and the model call behavior is only
proven way to illustrate the difference between current call execution
and ideal (or required) call execution.

Exercise
The Agent role-plays the call behavior with their Coach until the
correct behavior is exhibited two or three times to start building a
productive habit. Increasingly intense praise is offered as progress is
made, but exercise is relentless until real improvement is made.
For call issues that would impractical to role-play (example: simple
script adherence), the exercise component consists of open-ended
probing questions to make the Agent exercise their mind.
The Agent’s understanding and accountability increases when they
are prompted to explain what should have been done, why they
deviated from an expectation, and how their compliance benefits
client, customer, company, and themselves.

Evaluate
Compare and contrast the (improved) call behavior from Explain,
Example, and Exercise.

Encourage
Encourage the Agent to continue the initial strengths and the newly
corrected call behaviors. Praise the progress.

Expect
Set the expectation that the Coach will hear this improvement
maintained in each call from now on. Make it clear to the Agent that
the Coach will follow-up with additional call monitoring.

Empower
Empower the Agent to ask for additional feedback and assistance.
Coach prompts Agent to communicate any challenges encountered as
they work to improve from one call to the next.

As with any process, the key is practice. Classroom training,
including extensive tandem and directed role-play builds coaching
competency. Directed discussions with management after these
coaching sessions refine the Coaches’ approach, resulting in
educational excellence.

Since 1992, we have trained successful Team Leaders for America's
largest teleservices providers. Our talent-based interactive approach
to Team Leader training drives sales performance, call quality, and
employee retention.

Resultant Contact Solutions provides comprehensive call center
Team Leader training services. Contact us today to discuss your call
center training and talent management needs.