How Coaching Can Lift Agent Performance By 21%

Transcript

Hey guys, this is Blair from BravaTrak. The future of contact centre coaching.

I've been thinking about lifting team member performance and the number 21%.

The reason? Several years ago, Ernst and Young's research uncovered the uncomfortable fact that employees said - on average - they could be 21% more productive, every single day. The top two reasons for their lack of productivity? Bad management and lack of motivation.

And since being a 'good coach' is the number one characteristic of great managers (according to Google’s Project Oxygen), it seems to me that a lack of good coaching is the problem.

Interestingly, the EcSell Institute found that more coaching and better coaching can lift performance by up to - wait for it - 21% Notice they've identified two factors, more coaching and better coaching.

And the reason is simple. Firstly, there's a coaching quantity issue. Most managers and team leaders do far less coaching than they need to, to motivate their people for high-performance.

Secondly, there's a quality issue. The Corporate Executive Board has found that only 21% of managers are good coaches. There are a bunch of reasons for that, which I'll go into at a later day.

So that's what the research says, but how does that actually play out in real life? Well, from a contact centre coaching perspective, when we get team leaders doing more coaching and better coaching, productivity typically increases between 11 to 21%. And obviously those sorts of gains have a huge positive impact on cost and customer experience.

For sales, 21% is pretty much the minimum performance increase that's possible. In fact, we've had multiple contact centre clients increase their sales performance by more than 100%.

So that's my take on the importance of more coaching and better coaching on team member performance.

What are your thoughts?