Why Call Center Coaching By Itself Is a Customer Service Disaster

Why Call Center Coaching By Itself Is a Customer Service Disaster

Last Updated on November 3, 2020

telephone-business-trainingCall centers rely on their QA guys and gals to help improve customer service out on the floor. Coaches play a major part as well, as they provide essential information to their team about what they are doing right and what they are doing wrong. When it all comes together, the system helps customer service and sales reps pinpoint problems and immediately fix them.

Except, that’s not exactly how it happens in real life. Actually, in the real world, it doesn’t happen like that at all.

Call center coaching, when used without any other methods, will not generate huge increases in customer service improvements. Why? Because it’s simply not how we learn naturally. Coaching often boils down to telling one of your CS or sales reps about how to do something better. A good coach may even throw in a chart or a graph to “drive the point home.” The truth is that very little of what that coach just said is going to influence what that CS or sales rep will do the next time he or she is on the phone. And even if some improvement is made on the next few calls, it doesn’t have the staying power required to last over the weekend.

Seeking a Smarter Learning Strategy

We hate advice. Really, it’s very rare that anyone actually wants to hear it. The problem with coaching, and some in-class teaching methods in general, is that it is, in effect, providing advice in some form on what and what not to do. You’d do just as well by putting cotton in someone’s ears and expecting them to listen to your every word. It just doesn’t work the way we imagine it does.

So if instruction doesn’t work to the extent we think it does, how in the world are we to train better customer service reps? How can our employees do their jobs without it?

Ask Maria

Maybe you’ve heard of the famed and widely successful Montessori Method, begun by the Italian schoolteacher, Maria Montessori. Montessori’s claim to fame is that she developed a Constructivist, or “discovery” model, of teaching that focused on acquiring information by taking an active role in the learning process, rather than just being instructed on how to do it.  This method immediately increases interest in the task at hand, and when an interest develops, the learning process can truly begin.

Now, you may be wondering how the Montessori Method can be used in a call center. The answer is actually quite simple: allow your CS and sales reps to listen to their own calls with the help of call recording software. This kind of self-directed training allows your employees to immediately pinpoint areas where they could improve. In almost every instance, an employee can explain to their coach exactly where they went wrong, and how they can improve.

The reason for this is simple: your employees knew where they went wrong all along, and by allowing them to hear it themselves, they see the experience from an entirely different perspective; it’s as if they are discovering it on their own. This kind of experience is immensely powerful, and is not quickly forgotten.

Don’t get me wrong: coaching still has a very important role to play in the call center training experience. But in order to get the most use out of it, it needs to be combined with other methods, such as self-directed training through call recordings.

The Right Call Recording Software Matters

Finding the right kind of call recording software is important to the learning process. Good call recording software will always be clear, versatile, intuitive, and easy to use. At Versadial, we provide exceptional call recording software to maximize both QA methods and training. Give us a call today and find out exactly how our software can improve your customer service scores.

Last Updated on November 3, 2020