What is On-the-Job Telephone Coaching?
In On-the-Job Telephone Coaching a highly trained Impact Communications’ consultant sits elbow to elbow with your call center representatives in their cubicles. They listen in on calls and provide immediate feedback on how the call was handled, offering suggestions when needed.
On-The-Job Coaching provides an opportunity for reps to bring up any individual concerns in a private one-on-one format.
Each consultation lasts from between 30-45 minutes.
Why is it important?
On-The-Job Coaching maximizes your investment in your people. It takes the skills learned in the Ex.C.E.E.D. class and applies them to actual situations.