FirstLineCoach
Taking sufficient time on the call
D2 — Coaching1. Diagnosis
Agent is rushing the customer off the call.
2. Behaviour Observations
What you might see or hear that points to this pattern.
- The agent has an average handling time significantly below average or handles many more calls per day than peers.
- The agent has exceptionally few or no longer calls.
- The agent has an elevated complaint rate.
- Other agents complain that they are receiving calls where this agent made promises they did not keep.
3. Session Objective
The objective is to help the agent see that although handling a higher volume of calls is great, if that results in more repeat calls or less satisfied customers it is bad. If the agent works in an environment where call queue pressure is visible (wallboards, live stats), make sure their manager has explicitly removed that pressure before you run this session.
4. Session Tactics
How to prepare for and structure the 45-minute call review.
Identify one or two calls where the agent has clearly concluded the call before getting to the bottom of the customer's concern. Before playing any call, discuss what 'good' is for their role — listen for an over-emphasis on efficiency. Play the short call right through. Discuss what the agent was feeling when they rushed, and the point where they decided to push to a close.
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 customer at the end of the call: 'Have I resolved the issue you called me about today?' on EVERY call. This will cause the agent to act differently early in the call in anticipation of having to ask this question.
Have all handling time targets and expected calls per day targets removed for a week. Take as long as needed on any call — with the caveat that regular adherence metrics will be maintained.