What is Call Coaching?

Call coaching is a structured approach to improving agent performance by providing feedback, guidance, and support based on actual customer interactions.
Supervisors or team leaders use live monitoring, call recordings, or performance analytics to identify strengths and areas for improvement, then coach agents through targeted discussions or on-the-job mentoring.

In a contact centre environment, call coaching can take several forms:

Real-time coaching: Using tools such as Call Whispering to guide agents during live calls without the customer hearing.
Post-call feedback: Reviewing recorded calls to discuss tone, language, compliance, or problem-solving techniques.
Group sessions: Using real examples to train teams on best practices and consistent service delivery.

The purpose of call coaching is not only to correct mistakes but to encourage continuous development.
It helps agents refine their soft skills, such as empathy and active listening, while also improving key metrics like Average Handle Time (AHT),
First Contact Resolution (FCR), and customer satisfaction (CSAT).

Effective call coaching combines data-driven insights from analytics tools with human feedback.
Supervisors often use scorecards, sentiment analysis, and performance dashboards to pinpoint trends and tailor their coaching sessions accordingly.

Why Call Coaching Matters

Call coaching is one of the most effective ways to improve agent performance and ensure consistent, high-quality service.
By providing timely feedback and support, it builds confidence, reduces errors, and strengthens the overall customer experience.

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