Resources
COACHING

6 step performance coaching model

Download PDF
conversation structure
Last Name*
Email*

1. Prepare

Observe performance or review work product

Determine if previous commitments were attempted, completed, and how. Decide strengths and opportunities. Capture behavioral and contextual details.

2. Connect & Establish Goal of the Conversation

Greet and initiate

Demonstrate interest, help them relax. Set the conversation’s purpose.

3. Discuss Reality (3 Parts)

  • Strengths or Progress
  • Transitions
  • Corrective or Constructive Opportunities

How to Supercharge Contact Center Agent Performance

4. Consider Options & Plan

Ask for possible solutions

Going forward, how might you handle that differently?

Ask how to implement solutions

How do you think you can make that change / implement that?

5. Commit to the Way Forward

Ask for verbal agreement

Will you try that/do that/work on that next time?

Ask for written agreement

Ask they write out WHAT they are doing, HOW, and by WHEN

6. Follow-Through

Coach Commitment

What and When you will do to support their commitment

Log & Track

Track your and their commitments for what you will each do and when

Coaching Skills

Answer Selection

Points = 0, 2, 5

1. Coach was prepared?

Data/prior commitments/progress/observed performance
Opportunity +0
Acceptable +2
Strength +5

2. Coach warmly connected?

Verbally and body language
Opportunity +0
Acceptable +2
Strength +5

3. Coach praised/appreciated first and genuinely.

Words + facial agreement + detail/examples
Opportunity +0
Acceptable +2
Strength +5

4. Coach addressed a single corrective behavior?

Opportunity +0
Acceptable +2
Strength +5

5. Coach addressed the highest-value corrective behavior?

Opportunity +0
Acceptable +2
Strength +5

6. Coach asked questions about causes/impacts and solutions?

Asking, not telling!
Opportunity +0
Acceptable +2
Strength +5

7. Coach avoided judging / mistrusting / aggressive language?

Verbally and body language
Opportunity +0
Acceptable +2
Strength +5

8. Coach addressed objections and get buy-in?

Resistance/objections
Opportunity +0
Acceptable +2
Strength +5

9. Coach asked for agreement/commitment for a specific action/behavior?

Opportunity +0
Acceptable +2
Strength +5

10. Coach offered actions/commitment to take in support of Agent's commitment?

Opportunity +0
Acceptable +2
Strength +5

11. Coach ended on a high-note?

Encouragement/positive expectations
Opportunity +0
Acceptable +2
Strength +5

Commitments & Follow Up

Answer Selection

Points = 0, 2, 5

1. Coach got a specific, behavioral commitment for how Agent will improve?

Opportunity +0
Acceptable +2
Strength +5

2. Agent's commitments were incremental/step goals, not just a mirror of the end goal?

Opportunity +0
Acceptable +2
Strength +5

3. Coach's commitment actions were appropriate/supportive of Agent's commitment?

Opportunity +0
Acceptable +2
Strength +5

4. Coach's follow-up date/timeline matches urgency/severity of Agent's opportunity.

Opportunity +0
Acceptable +2
Strength +5

Procedures

Answer Selection

Points = 0, 2, 5

1. Coach conducted session in appropriate location?

Opportunity +0
Acceptable +2
Strength +5

2. Coach conformed to acceptable amount of time for coaching session?

Opportunity +0
Acceptable +2
Strength +5

3. Coach followed prescribed coaching methods?

Opportunity +0
Acceptable +2
Strength +5

4. Coach captured session details and notes if/as/where required?

Opportunity +0
Acceptable +2
Strength +5

5. Coach recorded follow-up tasks/actions?

Opportunity +0
Acceptable +2
Strength +5

The higher the score, the more effective the coaching.

How'd you do? 👍 or 👎

Want supervisors to be more effective when coaching their agents? Download the Coaching Resource Bundle.

Don't have 🕙 time to assess your coaches?

Then you'll definitely want to talk to our experts about AmplifAI's automated coaching effectiveness metric!

Learn more

Stay Connected

Join the other leaders who receive our latest resources by email

Save Time & Download The Bundle!

We've published all 8 Coaching Guides into one amazing package. Get your free copy now!
Download The Free Bundle
Back To Resources