FirstLineCoach
Handling low points in day
D2 — Coaching1. Diagnosis
Agent has very variable performance across the day.
2. Behaviour Observations
What you might see or hear that points to this pattern.
- Agent starts the day with high energy and engagement on calls, but concludes the day with lower energy and less engaged calls.
- Agent has particular days in the week when they are less effective.
3. Session Objective
Giving agents some control over their mood for longer periods of time is an important skill to learn. The objective is to help the agent connect with how they feel when they have a positive mood and to bring that mood more consistently throughout the week.
4. Session Tactics
How to prepare for and structure the 45-minute call review.
A conversation about what the agent finds most enjoyable about their work can be useful. Play a call where the agent has high energy, discuss what they were feeling during the call. Discuss how they can get the energy back. Options: stand up when taking a call, schedule callbacks for the afternoon, discuss how the agent feels after a difficult call — what can they do to recover their composure.
5. GROW Experiments
Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.
Ask the agent to design a short pre-call routine that puts them in the right mood. It should include something physical — like standing up or stretching — and something mental — like a few focused breaths.
Build a structure for the day — for example, 'I expect to handle 4 calls between 4pm and 5pm. I will take 2 calls, get up for 5 mins, then do 2 final great calls.'
Help the agent recognise if they have come off a call which has affected them negatively — 'monitor how you feel in your body after a call'. Identify specific feelings as triggers to take recovery action.