Inside Look: Coaching Snapshot
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Inside Look: Coaching & Performance Management Thursday, November 13, 2 pm EST
Time for Coaching In regards to agent schedules, select all that apply
None of the above
Coaching is scheduled based on agent requests
13%
13%
56%
Coaching is scheduled based on supervisor requests There is standard recurring time on agent schedules for coaching
19%
We regularly schedule time for coaching on agent schedules
63%
Targeted vs. Spent Time in Coaching
How much time is targeted per agent per month for coaching?
How much time is actually spent coaching per agent per month?
2.9
0.9
Hours
Where is supervisor time spent? Estimate the percentage of time spent on each activity.
Special Projects, 7%
Other, 7% Managing Agents, 22%
Handling Administrative Tasks, 17%
Preparing to Coach, 18%
Coaching on Call Performance, 29%
Estimate the percentage of overall coaching time spent on each.
High Performers , 17.50%
Low Performers, 55.40% Middle Performers, 27.10%
Measuring Coaching
Select all that apply to coaching measurement.
57%
We measure performance in relation to coaching
50%
We measure how much time is spent coaching per supervisor
We measure the amount of coaching time spent on specific topics
None of the above
21%
29%
Coaching in Practice What is the biggest challenge to coaching? Improving coaching skills, 19%
Finding time for coaching to occur, 44%
Ensuring consistency in coaching, 31% Helping supervisors identify who to coach first, 6%
Select all that apply to your coaching process.
Supervisors are proficient on it
7%
40%
It is clearly defined
It includes guidelines for determining coaching priorities
53%
It outlines the steps for conducting a coaching session
60%
It includes specific actions based on identified performance issues
60%
None of the above
13%
About the Survey
Webinar registrants were solicited to take part in a survey, with results to be shared during webinar. 25 participants
About Knowlagent Knowlagent has enabled companies around the world to manage call center agents for 13 years. Hiring Training Communications Coaching
Easy to use on-demand software No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
For more info: [email protected]
Time for Coaching In regards to agent schedules, select all that apply
None of the above
Coaching is scheduled based on agent requests
13%
13%
56%
Coaching is scheduled based on supervisor requests There is standard recurring time on agent schedules for coaching
19%
We regularly schedule time for coaching on agent schedules
63%
Targeted vs. Spent Time in Coaching
How much time is targeted per agent per month for coaching?
How much time is actually spent coaching per agent per month?
2.9
0.9
Hours
Where is supervisor time spent? Estimate the percentage of time spent on each activity.
Special Projects, 7%
Other, 7% Managing Agents, 22%
Handling Administrative Tasks, 17%
Preparing to Coach, 18%
Coaching on Call Performance, 29%
Estimate the percentage of overall coaching time spent on each.
High Performers , 17.50%
Low Performers, 55.40% Middle Performers, 27.10%
Measuring Coaching
Select all that apply to coaching measurement.
57%
We measure performance in relation to coaching
50%
We measure how much time is spent coaching per supervisor
We measure the amount of coaching time spent on specific topics
None of the above
21%
29%
Coaching in Practice What is the biggest challenge to coaching? Improving coaching skills, 19%
Finding time for coaching to occur, 44%
Ensuring consistency in coaching, 31% Helping supervisors identify who to coach first, 6%
Select all that apply to your coaching process.
Supervisors are proficient on it
7%
40%
It is clearly defined
It includes guidelines for determining coaching priorities
53%
It outlines the steps for conducting a coaching session
60%
It includes specific actions based on identified performance issues
60%
None of the above
13%
About the Survey
Webinar registrants were solicited to take part in a survey, with results to be shared during webinar. 25 participants
About Knowlagent Knowlagent has enabled companies around the world to manage call center agents for 13 years. Hiring Training Communications Coaching
Easy to use on-demand software No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
For more info: [email protected]
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