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 Before listening to the calls in the next training session, ask the employees how they've improved themselves since the last session. Most employees will be too self-critical. Coach the call center agents. After the tape is Chinese 100% Virgin White PTFE 12mm Expanded Tapeplayed, ask your employees to respond. 8. 3. 5. Before meeting with your employees, hear the calls and note what they did well and identify opportunities for improving performance. 9. Summarize the session by reiterating the strengths and offer a vote of confidence that can be improved in the area identified. The agent is likely observant and can probably identify several opportunities to improve but hearing encouragement will help in the improvement of their performance. Look for improvements in the calls reviewed in the next session. 4. Play a tape and let your employee listen. Repeat steps 2-6 with a second and third tape perhaps, if necessary. Ask employees, "What specific measures will be taken in the next 5 days to improve in this area?" Write down what the employees say and repeat it. Discuss improvement in the next training session for call center agents. Many call center agents will probably take into account many opportunities for improvement and struggle to articulate what they have done well. 2. The agent may lack quality performance in a few calls, but does not necessarily become a reflection of their typical performance. During playback of the tape, there is no need to respond. You can touch base with employees by email or a personal conversation. Check with your employees between training sessions to maintain the commitment for every agent. This 9-step coaching model for call center agents is simple, clear and 12mm Teflon Tape company supports opportunities for improvement. Tell your employees they did well, followed by constructive criticisms, and then end with positive feedback.. Do not record three calls back to back or on the same day as an employee's performance is not based on only one day but more like the average performance in specific periods. Here is a nine-step plan to train agents and improve quality of service in any call center: 1. When offering constructive criticisms, share opportunities for improvement. During these times, each call center agent will be able to learn step by step their mistakes and shortcomings and will soon catch on wanting to improve. Gain commitment to performance improvement. Follow-up before the next training session. Review the calls, see to the strengths and note the possible improvements needed.The method of recording calls is one of the best approaches to coaching call center agents and ensuring quality. Use the "sandwich" approach. 6