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Tales from call center front lines

Nov 24 2007

Sandwich – the Tastiest Coaching Technique

Posted by admin in Call Commandos, tags: Call Center, coaching feedback, feedback session, mentoring, unfamiliar concept

Keith: “So tell me a little about your coaching technique?”

Blank stare – “coaching technique?” Obviously an unfamiliar concept

“Yeah, how do you approach a call feedback session?”

“OHH!! Gotcha… umm…. Sandwich?”

Keith: “Excellent. So you say something good, then talk about something that needs improvement, then something good again. Great. Very effective.”

“Oh. I usually think of it more like hammering a piece of dead meat between two slabs of dry toast. …. “
“But I could try it your way I suppose”.

Ooookay.

29No Comments »2007-11-25+03%3A53%3A00admin

Nov 24 2007

Debut

Posted by admin in Call Commandos, tags: attendance, Call Center, call centre, evaluation report, grizzled veteran, team evaluation, welcome to the team

“Team, I want you to meet your new manager, Keith.”

“Hey, Keith. So we gonna rock the socks off this place or what?” from Sharon, youngest team lead on the site. All smiles and enthusiasm.

The dour look from Darren, the grizzled veteran, says it all. “These people got all the rocks they need. In the head.”

Keith, laughing uncertainly, launches into his rehearsed remarks. “Well, I’m looking forward to getting to know you both and your teams. I’m sure ….”

Darren holds up a hand. “Hate to run but I’ve got a coaching to deliver in ten minutes.”
Sharon gets up too. “I promised my team ice cream if they had perfect attendance this week. Gotta go before it melts.”

Keith turns to the site director who raises an eyebrow and offers “Need to pick up the pace a bit there. And don’t forget that the team evaluation report is due tomorrow, EOB”.

And as an afterthought as she heads for the next con call, she adds, “Welcome to the team.”

Shellshock, thy name is call center.

Comments 281 Comment »Debut2007-11-25+03%3A48%3A00admin

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