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One-on-One
Coaching
Individual Coaching Sessions
for Frontliners
If staffing or resources are limited and implementing a standard coaching program represents a challenge, then here’s another alternative! Your Phone Pro trainer can conduct One-on-One Coaching sessions while she’s at your company delivering training and also on a monthly or quarterly basis.
PHONE PRO’s One-on-One Coaching ensures that the critical component for any successful training program is immediately implemented, which is the continued practice and application of newly learned techniques. These individual coaching sessions give immediate feedback on the techniques the agents learned in class. The Phone Pro trainer will meet with individual agents for a pre-determined amount of time, “plug in” and sit side by side while the frontliners take calls. After each call, positive behaviors are highlighted and missed opportunities are identified in order to create an action plan for future calls.
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This personalized coaching day is for anyone at your organization that would benefit from individual coaching sessions with a Phone Pro Trainer. From the Frontline agents to Receptionists and Admin Staff - anyone that communicates with internal and external customers will benefit from personal coaching time that gives immediate and personal feedback. The benefits your staff will receive:
Putting your One-on-One Coaching day(s) together is as simple as 1-2-3! Step 1: Observation/Assessment The Phone Pro trainer will sit side-by-side with your staff and listen to live calls. This enables your Trainer to deliver the program in your organization's language with relevant examples the staff can easily relate to. This day also includes a consultation with Management to discuss your goals and objectives. Step 2: Training Days - Tele-Service or Tele-Sales The entire course is seven hours and can be delivered in one day or condensed into half day sessions. It is extremely fun and interactive and results in positive behavior changes that you will see immediately. Our ideal class size is 12-20 students. Step 3: One-on-One Coaching (with or without Coach-the-Coach) This individual coaching day can be done in addition to Coach-the-Coach or as a stand-alone day(s). During this day, the Phone Pro Trainer will sit side-by-side with the agent, listening to live calls and giving immediate feedback. If you decide to include Coach-the-Coach in your program, then adding a day(s) of One-on-One Coaching is a great way for your coaches to see a Phone Pro Trainer in action, giving coaching and feedback to your agents. Call us at 800-888-4893 or email us and we'll help you design a program that will help you reach your training and coaching goals to increase your customer and employee satisfaction!
40% of our business is from Repeat clients and another 25% is Referral. Here's why! "The coaching sessions were really helpful. I saw right away what I had done well and what I could have done better. Thank you!" "Getting feedback from our trainer after learning the new skills was very helpful. It was great to have someone there listening to show me what I could work on to have better calls." "Finally! We received real help instead of just monitoring reports! Hearing what I'm doing right instead of just what I'm doing wrong is so much more inspiring! Now I feel like I can do better!"
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