Coaching Process

Coaching is when we notice that an agent is not following process. That process could entail arriving to work on time, not using the call in line, leaving the desk without leaving the queues, proper process following on the phone, and so on.

The idea of Coaching is to educate an agent on what s/he did that was outside procedure, and what the procedure actually is. We want to provide coaching for the same item twice, maybe a third time before we move to disciplinary action.

First or Repeat Offense

Not every agent is going to get everything perfect. Even veteran agents make mistakes or slip into old habits. We’re not coaching them to punish them, but to remind them of the correct procedure. Please follow the steps below in order to issue coaching.

Writing up the Coaching Document

  1. Navigate to the file share via the following path:
    \\192.168.128.220\Teamleads\Corrective Action – Coaching
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  2. Look for a Coaching Template that has your Queue and an issue that relates to your agent’s. If you cannot find one that matches your issue, just find one that has your Queue’s logo and open it up.
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    If you need to replace the logo, you can Insert a picture from the following fireshare location:
    \\192.168.128.220\Teamleads\2. Client Documents\Logos
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  3. Make sure your document has:
    1. The queue logo.
    2. The title: Coaching Document
    3. The Agent’s Name – Today’s Date
    4. A Procedure: section.
    5. An Issue: section.
    6. A Resolution: section.
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  4. Customize the agent’s name and today’s date on the form.
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  5. Fill in the procedure that the agent should have followed in the Procedure: section.
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  6. Fill in what the agent did in violation of that procedure and include the date and times if relevant under the Issue: section.
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  7. Fill in what the agent needs to do next time this scenario comes up again, what to keep in mind, and any tips that might help the agent under the Resolution: section.
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    If this is the agent’s second or third violation, make sure you add to the end of your Resolution: Further violation will result in disciplinary action up to and including termination.

 

Logging the Coaching Document

You will both save the document in the agent’s folder and add an entry to the coaching tracker through the following steps.

Save the document file

  1. Open up a File Explorer window.
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  2. Navigate your File Explorer to:
    \\192.168.128.220\Teamleads\Corrective Action – Coaching\Agents
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  3. If your agent does not have a folder, create a new folder and name it after the agent with the last name first.
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  4. Return to your Coaching Document.
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  5. Bring up File or the Office Menu Bubble and select Save As.
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  6. Navigate your Save As URL to
    \\192.168.128.220\Teamleads\Corrective Action – Coaching\Agents
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    Save the file in the agent’s folder with the following name:
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    mm-dd-yyyy – Last Name, First Name – coaching – reason
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    09-02-2016 – Becker, Kenneth – Coaching – Attendance

Log this in the Coaching Tracker.

  1. Go to the Coaching Tracker page.
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  2. Scroll to the bottom of the list and fill out the next unused row.
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    If your agent’s name is not showing under the Agent drop down, let Ken Becker know to be fixed.

Providing the Coaching Document

Print the Coaching Document

Ask a team lead if you are having problems printing, but you only one 1 hard copy of the coaching document.

Email the Coaching Document

  1. Go to your Coaching Document.
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  2. Copy the entire document by holding down the Ctrl key and tap on the A key.
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  3. Go to your ContactWorks email.
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    Compose the email using the following guidelines:
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    To: (Agent’s email address)
    BCC: cwleads@cwxtx.com
    Subject: Queue Name Coaching – (Agent Name)
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    Body: In the body of the email, hold down the Ctrl key and tap on the V key.
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  4. Send the email.

 

Performing the Coaching

When you have time, and the agent is off the phone, go to the agent and have a talk with them. It might be best to pull them off the floor so that the coaching can be done in private. Make sure you reassure the agent that they are not in trouble. This is only an educational experience for them. Go over the document, and then let them keep the document before returning them to the queues.

3rd or 4th Time – Same Offense

If this is the agent’s 3rd or 4th time of the same offense and already has 2-3 coaching documents, it is time to escalate this for disciplinary action. Send an email in the following fashion:

To: management@cwxtx.com
Subject: Disciplinary Needed – (Agent Name)
Body:

To the Management Team,

We hare having some challenges correcting an issue with (Agent Name).

Describe the issue and dates of violation.
Explain the coaching documents and dates issued.

Please let me know if you have any further questions.
(Your Name)

 

Send your email and the management team will take it from there.