Coaching Loop
Name all phases of the coaching loop
What is - Prepare, Observe, Coach, Document, Follow Up
You have been observing a high performer who doesn't have a lot of misses on their calls but you have noticed where there is opportunities for them to be consistent with demonstrating empathy with their customers. You had your MGS and the agent committed they will get back on track with their empathy to improve their overall ORS. What is a strategic plan of action for you to take with this agent next week to help get them back on track?
Note - Ensuring you meet with them a min 2 times individually
What is ---
Use of SBS or HLs
Examples:
Hot lap followed by SBS-V
SBS-G followed by SBS-V
SBS-G followed by HL
(anything else is a ++)
What are the benefits of developing rapport at the beginning of your coaching conversation?
What is- Making the person/meeting feel important; Ice breaker; Showing a personal interest
You have a fresh new agent coming out of nesting who is struggling to utilize their tools. They confessed to you that they did not pay close attention in training and struggles to use it to help their customers. Based on what you know will you say it is - Skill, Will, Confidence, or Profiency?
What are all the steps to a hot lap?
What is --
1.Specify behavior
2.Ask the agent how's it going with...
3.Provide feedback
4.Get commitment
5.Document
What are four LA tactics you can use to observe and validate your hypothesis for an agents behavior gap?
What is - OTFs, Hot Laps, Side by Sides, or Rapid Fire
You scheduled a mid-month check in with Felicia where you identified it was will based on why she was being inconsistent with asking insightful questions. She informed you in her check in that she doesn't see the point of asking questions on every call and would rather not do it. This is a behavior you have coached to and have observed her be consistent with so you set your expectations for her to ask questions on every call and she made the commitment she will. In your follow up you were able to observe her be consistent once again so you ended the week successfully. When the new week comes, you execute your HL (positive) but in your remote monitoring you noticed she is still being inconsistent. What's the plan?
What is - Accountability conversation (any kind of follow up... i.e. HL, SBS, OTF, Rapid Fire...)
What are all the steps of reinforcing/recognizing success?
What is-
Ask about strengths Validate strengths Ask about how strengths had an impact
You have an agent who you noticed has an opportunity with their empathy statements. In your MGS the agent informed you they do their best to be consistent on every call but they don't feel it comes off naturally as they want it to. Based on this agent's feedback would you say this is - Skill, Will, Profiency, or Confidence.
What is- Profiency
The agent is trying to be consistent but they need polishing of the behavior because they feel it doesn't sound natural enough for them
What are all of the steps of a Side-by-Side?
What is -
1.Indicate the time of the observation
2.Demonstrate
3.Live dial (Verint/Genesis/Teams)
4.Provide recognition when behavior is present
5.Engage the call via chat (MS Teams, Skype or Q messenger)
6.Use DFM structure for feedback
7.Ask for commitment and document
Why is documentation so important? Give an example.
What is - If it's never documented it never happened. Ex. Trying to term a person, Unemployment... etc
You have a new agent fresh out of nesting who you noticed always has questions that could be found in myCPS. When asked about their ability to utilize their tools they informed you in training they did not pay attention to that section of the course. When asked what could help, the agent mentioned that practice and a little guidance from their manager could be beneficial. What's your plan?
What is - A Skill Transfer (practice) followed by SBS-Guided until gap is closed.
Name all meetings/tactics that REQUIRE the use of the DFM.
What is - Monthly Goal Settings, Mid Month Check Ins, Side-by-sides, Accountability conversations.
You noticed in Ariel's calls she doesn't build rapport consistently. This is something you guys have been working on and you have gotten a commitment from her before. During your SBS you noticed she still struggled on her calls where she informed you she doesn't build rapport when people are irate because she doesn't want to make them angrier. Based on Ariel's feedback would you say this is - Skill, Will, Proficiency, or Confidence?
What is - Confidence.
Ariel is struggling to overcome an obstacle that she is skilled in and knows how to do but she doesn't on certain calls because she's not confident enough to do it when people are irate in fear they will get angrier.
What are all of steps of a DFM?
What is -
1.Develop Rapport
2.Indicate Focus
3.Reinforce/Recognize
4.Engage in Self Discovery
5.Cause of Gap/Create Plan
6.Test/Tweak/Timeline
Are you allowed to repeat any phases of the coaching loop? If so, which part(s)?
What is - Yes. Coaching <--> Follow Up
During your MGS Tyler agreed that building rapport was a big opportunity for him but it is something he can commit to doing without being "micro managed." You got him to give you the commitment he will do on every call but upon doing your follow ups you noticed he does it on every call except for callers from dealers. What's the plan?
What is -- Schedule a DFM (to validate root cause and come up with a plan for obstacle) followed by continuous follow ups.
Why is Cause of Gap/Create a Plan important for us to do in our coaching conversations?
What is -
Identifying a root-cause for the behavior miss (whys), determining skill/will, confirm actions needed to take place to close gap.
Chanel has been coached on recapping before to the point where you have observed her be consistent on all of her calls. She recently started school but when asked about her behavior of focus, she informs you that work is not her focus right now as she does not plan to stay with the company long due to school. She informs you she will commit to recapping her calls because she does know how it can impact her overall ORS? Would you say this is a Skill, Will, Confidence, or Proficiency?
What is - Will
What are all the steps of a Skill Transfer?
What is --
1.Explain: what, why, how and connect
2.Show with a little demo of skill or behavior
3.Practice with coaching
4.Observe the agent live (side-by-side)
5.Give feedback and get commitment
How often should we use the coaching loop?
What is--- Daily, Weekly, & Monthly.
You have been coaching an agent on 2 behaviors - Empathy and AIQ. Based on the agents feedback they mentioned the SBS' help but you still haven't been able to catch them be consistent with both of these behaviors on any of their calls. They have improved but it's just not consistent. What is the plan?
What is -- Pivoting to the most impactful behavior (Single behavior coaching), execute DFM/Mid.Month to discuss come up with a plan of action > follow ups.
For 500... Chose a topic and a peer and have a DFM conversation with this. Based on execution, your Champion will decide if you executed it effectively or if there were bigger opportunities. You have 1 minute to prepare.
What is --- Roleplay
You have a new agent who you observed struggling to overcome objections. When asked during the MGS the agent informed you she was unknowledgeable of "how to" overcome an objection. You did a ST and a couple of follow ups but noticed she was still being inconsistent. You scheduled a DFM and within your session she informed you that she makes the attempt but now struggles when people are in a rush to receive assistance. Based on your current feedback would you say this is Skill, Will, Confidence, or Proficiency?
What is - Proficiency?
What are they key components/steps of executing a team huddle?
What is -
1.Introduction (Barometer, agenda and announcements
2.Performance/Recognition ( Trends, team performance and individual performance)
3.Special topic (Behavior, activity, debrief)
4.Goal setting ( Engage the team with simple realistic goals)
5.Close (Issue ID, Coaching schedule, close with cheer or chant)