This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, outlines essential coaching activities for supervisors, emphasizing the time commitment required for effective management of customer service representatives (CSRs). It details four key activities: development plan preparation, walkthroughs and side-by-side call listening, quality monitoring, and immediate accuracy feedback, each accompanied by estimated monthly time allocations.
The first activity, development plan preparation, requires 60 minutes per CSR monthly, translating to 30 hours for a supervisor managing 15 agents. This involves creating tailored development plans, identifying key performance indicators (KPIs), and basing discussions on previous observations.
Walkthroughs and side-by-side listening are broken down into two components. Supervisors should spend 30 minutes providing real-time feedback and suggestions, and an additional 15 minutes observing agents in their work environment. This totals 10 hours monthly, ensuring that supervisors are actively engaged in their teams' performance.
Quality monitoring is the most time-intensive activity, demanding 90 minutes per CSR, which sums up to 35 hours for supervisors. This includes completing quality assessments and discussing findings with agents, reinforcing the importance of continuous improvement.
Immediate accuracy feedback requires less time, but is crucial. Supervisors must provide a summary of accuracy errors within 24 hours of notification, ensuring timely guidance for CSRs.
Overall, these activities add up to a significant commitment of 80 hours, representing 50% of a supervisor's time each month. The slide stresses the importance of diligent scheduling to meet these expectations, ultimately enhancing the effectiveness of coaching efforts. This structured approach not only supports CSR development, but also aligns supervisory activities with organizational goals.
This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.
EXPLORE MORE SLIDES FROM THIS PRESENTATION
EXPLORE MORE PRESENTATIONS ON
Flevy is the world's largest knowledge base of best practices.
Leverage the Experience of Experts.
Find documents of the same caliber as those used by top-tier consulting firms, like McKinsey, BCG, Bain, Deloitte, Accenture.
Download Immediately and Use.
Our PowerPoint presentations, Excel workbooks, and Word documents are completely customizable, including rebrandable.
Save Time, Effort, and Money.
Save yourself and your employees countless hours. Use that time to work on more value-added and fulfilling activities.
