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Onsite Side-by-Side Coaching

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Business Issue - Ensuring the transfer of skills and knowledge contact center representatives gain in training to workplace behaviors requires regular observation and coaching that begins immediately after training ends. Oftentimes, team leaders/supervisors are entrenched in activities that do not allow them to start coaching practices right away. Mergers, system conversions, and project completion can further impede the launch of the sustainment process.

Omega Performance’s Solution - Omega Performance’s Onsite Side-by-Side Coaching assists contact center team leaders/supervisors with sustainment activities during the crucial time after training has ended. It is also effective at getting coaching back on track if adherence to coaching schedules has waned. Our consultants are prepared to:

  • Conduct side-by-side observations using your contact center’s Quality Assurance checklists
  • Provide immediate, balanced feedback to contact center representatives
  • Analyze trends and gaps in customer interactions
  • Coach at the workstation
  • Partner with representatives to create definitive action plans
  • Provide feedback to team leaders and managers for future follow-up

What Is Included

Onsite Side-by-Side Coaching is conducted by Omega Performance consultants in 90-minute sessions with representatives on a one-on-one basis. These sessions are supplemented with specific action items for sustainment and improvement.

Additionally, our consultants hold a wrap-up meeting with the contact center management team to discuss overall findings regarding the delivery of the customer experience and next steps for continued sustainment. This meeting can be conducted onsite or by teleconference or web cast.