16th
2007
Do your Call Center Consultants Hear Themselves?
When preparing to train and coach existing employees, it is vital that they hear themselves. Many people have never heard themselves recorded at work. If you already record employees, pull up 3 of their last calls and let them listen. Chances are, they’ll be shocked by what they hear. Most people don’t recognize the way they speak and the tone they use.
Tom recommends asking, “‘If you were to give me your own self-assessment, what would you say you do really well on the phone with customers? What would you say are your weaknesses serving customers on the phone?’”
That is a great question for two reasons. Firstly you are asking the call center consultant to rate them self. Secondly you are asking them to critique them self. Usually they’ll come up with the same answer you would. Since they come up with the answer, you’re not attacking them, but you know where to start in helping them.
When coaching call center agents make sure they know they’re respected and that they perform an important role in the company!
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