1. Diagnosis

Agent demonstrates low confidence on calls and is not inspiring confidence in customers — resulting in customer less satisfied than they should be with the resolution achieved.

2. Behaviour Observations

What you might see or hear that points to this pattern.

• Agent is introducing themselves a lot when the customer obviously remembers them.
• Agent nearly always misses cues to connect with the customer when they have relevant shared experiences.
• Agent does not look for clarification when it is clear they have not understood what the customer has said.
• Agent frequently refers to 'customers' as a collective term in the call.

3. Session Objective

This behaviour is quite common in younger agents though it can also happen with older agents who are less organised. Often the behaviour stems from a belief that the work they do has little impact on the world and that the activity they execute will also not impact the customer much. During the coaching session you are looking to bring the agent's attention to the impact their action will have on the customer's life.

4. Session Tactics

How to prepare for and structure the 45-minute call review.

It is always more effective to engage an agent by pointing to something they do well already and then asking them to do more of it. Pick an inbound or outbound call where the customer immediately recognises the agent but the agent still goes ahead and introduces themselves. Discussion about why the customer has remembered them and how that makes them feel can be valuable. Building the conversation to discover ways the agent can feel comfortable with the new authority the customer has given them is useful. Getting the agent to be comfortable to stop the customer and ask clarification questions can be particularly productive. You can role-play this during the session.

5. GROW Experiments

Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.

Behaviour Tags