Coaching

Your goal as a coach should constantly be to keep or help improve employee confidence. Experts declare that a representative needs to hear, on average, four praises for every constructive criticism. If not, they will feel that you always criticize instead of praise.

There is a two-part process in coaching. The first part is to oversee and assess employee operation. This part needs to be done regularly.

The second part is to get going to boost or modify actions. You need to do this privately in a feedback session. Choose on or two things to improve on per session. If you do more than this, the representative will feel overwhelmed and discouraged. Stick to an "ask, don't tell" tactic and use inquisitive questions to lead the representative to realize for themselves where they need to improve. You only need to offer suggestions when it is necessary. End the session every time by letting the representatives know you support and appreciate them.

Using Predictive Dialing

Predictive dialers involuntarily start outbound calls from a user selected list and send answered calls to phone representatives who are available. The system automatically places a suitable number of outbound dials designed to reduce the time between answered calls (wait time) by using predictive dialing algorithms to figure out the average time it takes to get an answer and the average length of each conversation. The phone representatives talk time increases considerably since they don't have to wait while the phone rings or listen to busy signals, telephone company recordings or answering machines.