How to make your coaching more effective with the SMART action plan.

1. THE
S.M.A.R.T. ACTION
PLAN
How to Make
Your Coaching
Not Dumb

2. You will be able to:
- Identify why an
action plan is
important to your
coaching.
- Explain the parts
of the S.M.A.R.T
Action Plan
- Recognize correct
usage of the
S.M.A.R.T. Action
Plan

3. Why do we coach?

5. S.M.A.R.T
Action Plan to
the rescue!
The people you coach need
the same kind of
DIRECTIONS to follow!

6. The S.M.A.R.T. Plan
S - Specific
M - Measurable
Something that starts with
‘A’
A - Attainable
R - Relevant
T –Time Bound

7. Why is it important that
your coaching plan be
“Specific”?
That’s what defines your
‘destination’.

8. Why is it important that
your plan be ‘Measurable’?
And what does that even
mean?
Must be able to
evaluate progress or
completion

9. Attainable?
- Once attained they
feel a great sense of
accomplishment
- If the goal is too difficult
they may not even try.

10. Relevant? Relevant to
WHO?
Relevant to the business
needs ofTeletech.

11. Time Bound

12. Let’s look at some
samples…

14. Bob will decrease AHT by 30
seconds by the end of the
month
Bob will get his AHT down
or else he’ll face
disciplinary action.

15. Sally will stop coming in
late every day.
Sally will increase her
reliability from 82% to 95%
by the end of the month.

16. Now you try some. Make a
SMART Plan for:
Quality score
MSAT (CSAT)
Active Listening
Accuracy

17. Great Job! Now you can:
- Explain why a SMART
plan is important.
- Explain the parts of the
SMART plan.
- Recognize correct usage
of SMART in coaching.