Coaching is one of the most widely touted methods of moving the needle in the call center. This white paper suggests key metrics to include in your coaching scorecard.

1. Score! A Meaningful Scorecard to Measure Coaching
Coaching is one of the most widely touted (and rightly so) methods of moving the needle in the
call center. What is surprising is that so many organizations have so little information on how
much, why or even the amount of coaching that is conducted in their call centers. In such a
highly-measured culture where sometimes it seems as if every action is tracked, coaching is one
of the last holdouts.
To truly make coaching a part of your culture, try implementing some of these suggested metrics
for your coaching scorecard. Implement a coaching scorecard today and find out how coaching
is working for you.
Coaching Impact
How is coaching changing agent performance? What metrics are improving because of
coaching? Is the number of activities causing a proportional rise in performance?
Why Measure: This is where the rubber meets the road. If you can’t point to a correlation
between coaching and performance, it highlights a problem that needs investigation.
Coaching Volume
How much coaching is occurring? Which supervisors are coaching more than others? How many
coaching sessions are actually being held vs. scheduled? Are low performers receiving the lion’s
share of coaching?

2. Why Measure: To get a handle on what’s working, you first need to know if/how much coaching
is even going on. Operational pressures combined with a lack of skills can cause many
supervisors to put off this critical activity.
Coaching Focus
What are the big topics being coached to? How do they break down into smaller problem areas?
Is one group having more trouble with one performance area over another?
Why Measure: Find out if coaching is focused on the areas with the most impact to your
business and uncover widespread opportunities for improvement.
Now You Know
Now that you have some meaningful metrics to drive this powerful performance lever, it’s time to
evaluate where you are and create a strategy for improvement. These additional resources can
provide some of the information you need to create and manage a best practice coaching
program:

3. Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand
Seven Fundamental Plays from the Coaching All-Star Playbook
Coaching Case Study: Improvements in FCR and AHT for Global Outsourcer
About Knowlagent
Knowlagent is the only talent management software solution specifically developed to meet the
unique training, coaching, and hiring needs of the 10 million call center agents around the world.
By automating traditional call center management processes, Knowlagent’s solutions for training,
coaching and hiring enable clients to hire the right agents and make them better by pushing
training and communications when call volumes are low. Knowlagent’s solutions are on-
demand, easy to use and require no capital expenditures. Over 200,000 agents and managers
around the world use Knowlagent’s talent management software solutions every day. For more
information, call 888-566-9457 or visit us online at http://www.knowlagent.com.