We’ve all been in coaching sessions that miss the mark. You walk away with vague feedback like “be more empathetic” or “show more confidence,” leaving you wondering what to actually do differently. This kind of advice doesn’t help agents grow; it just creates confusion and frustration. The key to better performance isn’t more feedback, but more structured feedback. A call coaching template provides that structure. It transforms subjective opinions into objective, actionable guidance by creating a consistent framework for every conversation. This ensures every agent understands exactly what’s expected, what they’re doing well, and the specific steps they can take to improve.
Think of a call coaching template as your roadmap for productive agent feedback. It’s a structured document that guides you through evaluating an agent's performance during a customer interaction. Instead of relying on memory or gut feelings after a call, a template gives you a consistent framework to assess everything from the agent’s greeting and tone to their problem-solving skills and closing. This structure is what makes feedback truly effective.
The real value of a template is that it helps you move beyond generic comments like "do better next time." It forces you to pinpoint specific strengths—like an excellent use of empathy—and identify clear areas for improvement, such as asking better discovery questions. By using this structured approach, you can provide targeted, objective feedback that helps agents understand exactly what they did well and what concrete steps they can take to grow. This not only supports individual development by building confidence and skill but also strengthens the overall performance and efficiency of your entire team by creating a shared standard of excellence.
Without a template, coaching sessions can easily get sidetracked or feel subjective, which can lead to agent frustration and disengagement. Agents might feel like they're being unfairly criticized or that the feedback isn't relevant to their actual performance. A template removes that ambiguity. It creates a transparent process where both the manager and the agent are looking at the same criteria. This shared understanding builds trust and makes agents more receptive to coaching because they see it as a fair and constructive tool for their professional development, rather than just a critique of their work.
Coaching isn't just about correcting mistakes after a tough call; it's a core piece of a healthy performance management strategy. It’s where you provide the tailored support and accountability your agents need to meet their goals and feel confident in their roles. Effective coaching sessions are more than just a quick chat. They involve thoughtful planning, a real discussion about challenges, and setting clear, actionable next steps for improvement. This is where a structured approach, like C2Perform's Dynamic Coaching, transforms feedback from a simple review into a powerful development tool. By making coaching a consistent and supportive practice, you build a culture where continuous improvement is the norm, not the exception.
When every manager on your team coaches a little differently, it’s nearly impossible to track progress or ensure fairness. A call coaching template solves this by standardizing the entire process. It ensures that every agent is evaluated using the same core criteria, which creates a more transparent and equitable environment for everyone. Using a template turns routine one-on-one meetings into focused, high-impact sessions. Managers can conduct sessions more efficiently because the framework is already in place, allowing them to focus on the conversation rather than figuring out what to cover. This consistency is also key for tracking progress over time and making sure your Connected Quality Assurance program and coaching efforts are perfectly aligned.
A great call coaching template turns a subjective conversation into a structured, productive session. Instead of just saying, "That was a good call," a template gives you a framework to pinpoint exactly what went well and where there’s room for improvement. It ensures every agent receives the same type of feedback, creating a fair and consistent process across your team. Think of it as the blueprint for building better performance, one conversation at a time.
The most effective templates are more than just checklists; they are comprehensive tools that guide the entire coaching interaction. They start by setting the scene with basic information, move into a detailed assessment of the call, connect it to broader performance metrics, and end with a clear path forward. By standardizing these components, you create a reliable record of agent progress and make your dynamic coaching sessions more efficient and impactful.
Let's start with the basics. Every template should have a dedicated space for administrative details. This includes the agent’s name, the supervisor’s name, the date of the coaching session, and a unique identifier for the call being reviewed (like a call ID or timestamp). It might seem like simple record-keeping, but this information is crucial for tracking an agent's progress over time. It creates a clear, documented history of their performance and the coaching they’ve received. This accountability is the first step in building a transparent and effective coaching culture where everyone knows where they stand.
This is the heart of your template. Here, you’ll break down the call into specific, measurable components. Instead of relying on vague impressions, you’ll use a scoring system to evaluate key behaviors. Did the agent use the proper greeting? Did they accurately identify the customer's needs? Did they follow compliance procedures? By using a clear rubric—whether it’s a simple yes/no, a 1-5 scale, or a set of specific questions—you remove subjectivity. This approach ensures that your quality assurance tools and coaching efforts are perfectly aligned, providing agents with consistent and objective feedback they can act on.
A single call doesn't happen in a vacuum. To give your feedback context, your template should include a section for relevant performance metrics. Pull in key performance indicators (KPIs) like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores. Looking at these numbers alongside the qualitative call assessment helps both you and the agent see the bigger picture. For example, you can discuss how successfully resolving the issue on the first try impacts their FCR rate. Grounding your coaching in data makes the feedback more concrete and helps agents understand how their individual actions contribute to team-wide goals.
A coaching session that ends without a clear next step is a missed opportunity. The final, and perhaps most important, part of your template is the action plan. This section should be collaborative, outlining one or two specific goals for the agent to work on before the next session. Define the goal, list the exact steps the agent will take to achieve it, and set a follow-up date. For instance, if the goal is to improve product knowledge, the action step might be to complete a specific module in your learning management system. This turns feedback into a forward-looking development plan and empowers agents to take ownership of their growth.
A great call coaching template does more than just organize your notes—it fundamentally changes the dynamic of your coaching sessions. It transforms what can often be a subjective, and sometimes uncomfortable, conversation into an objective, data-backed dialogue focused on growth. For agents, this means no more guessing games about what their manager is looking for. For managers, it means every session is productive and purposeful. These templates provide a structured framework that guides coaching conversations, helping you pinpoint areas of improvement while also recognizing achievements. This clarity empowers both the coach and the agent to focus on what truly matters: specific behaviors that drive better customer outcomes.
When everyone is working from the same playbook, you create a culture of continuous improvement instead of one-off critiques. It’s about building skills, not just pointing out mistakes. A well-designed template ensures that every coaching session is productive, consistent, and directly tied to performance goals. This approach not only helps agents improve faster but also makes the entire coaching process more efficient and impactful for managers. It’s the foundation for turning good agents into great ones and fostering a team that feels supported and valued.
A template gives your coaching sessions a clear roadmap. Instead of conversations that wander, you have a structured framework that guides the discussion. This helps you pinpoint exact areas for improvement while also making space to recognize what the agent did well. When feedback is delivered this way, it feels less like a personal opinion and more like a professional assessment focused on behaviors, not personalities. Agents can clearly see the connection between their actions and the results. This structure makes the feedback constructive and actionable, giving agents a clear path forward instead of leaving them guessing what they need to change.
Fairness is crucial in any team environment, and templates are your best tool for ensuring it. By using a standardized template, you guarantee that every agent is assessed against the same criteria. This consistency is built on data-driven insights from your quality assurance tools that track key performance indicators (KPIs) like Average Handle Time (AHT) and First Call Resolution (FCR). When agents know that their performance is measured uniformly and objectively, it builds trust in the process. It removes any perception of favoritism and helps everyone understand the standards for success, leading to better team-wide performance.
Vague feedback like "be more empathetic" doesn't help anyone. Templates force you to get specific. They help you identify and concentrate on developing particular competencies, which is especially helpful when coaching remote agents where communication can be a challenge. For example, instead of a general comment, a template might guide you to focus on "using active listening phrases" or "confirming the customer's issue before offering a solution." This targeted approach allows you to create a clear development plan within your Learning Management system, leading to real, measurable improvements in agent skills and customer satisfaction.
As a manager, your time is one of your most valuable resources. Juggling team schedules, handling escalations, and reporting on performance can leave little room for proactive coaching. This is where call coaching templates become a game-changer. They don't just add structure to your agent conversations; they make the entire performance management cycle more efficient and impactful.
By standardizing your approach, you create a fair and transparent process that agents can trust. Instead of feeling like another task on your to-do list, coaching becomes a consistent, productive rhythm for your team. You can move beyond putting out fires and start building skills, which leads to better agent performance, stronger team morale, and happier customers. With a solid template, you can make every coaching session count, turning feedback into a powerful catalyst for growth.
A great coaching template acts as a single source of truth for an agent’s progress. It provides a consistent framework for documenting observations, scoring calls, and tracking key call center metrics over time. When you use the same format for every session, you can easily spot trends, identify recurring challenges, and see clear evidence of improvement. This data-driven approach takes the guesswork out of performance management.
Instead of relying on memory or scattered notes, you have a historical record of every conversation. This makes it simple to prepare for future one-on-ones and annual reviews. With a platform that offers Connected Quality Assurance, you can tie your coaching directly to quality scores, creating a seamless line from evaluation to development.
Effective coaching is about providing tailored support that helps agents get real results. A template guides you through this process, ensuring each session is focused and productive. It prompts you to cover key areas, from call opening and problem-solving to tone and compliance, so nothing important gets missed. This structure helps you deliver specific, actionable feedback rather than vague suggestions.
Using a template can transform your one-on-one meetings into powerful tools for improvement. It ensures that every session has a clear purpose, a set of discussion points, and defined next steps. This focused approach makes your training more effective because agents leave with a clear understanding of what they need to work on and how to do it. A Dynamic Coaching system builds on this by integrating these structured plans directly into the agent’s workflow.
Accountability thrives in an environment of clarity and trust. Call coaching templates create this environment by making the evaluation process transparent and consistent for everyone. When agents know exactly what they’re being measured on, they’re more likely to take ownership of their performance. This structure also helps you address any resistance to feedback by grounding the conversation in objective criteria rather than personal opinion.
A key part of any template is the section for an action plan. By documenting next steps and setting clear follow-up dates, you create a shared commitment between you and your agent. This written plan serves as a reminder of what was agreed upon, holding both parties accountable for the agent’s development. It shifts the dynamic from a top-down critique to a collaborative partnership focused on growth.
A downloadable template is a fantastic starting point for standardizing your coaching conversations. But if you're ready to integrate coaching more deeply into your operations, several platforms offer more advanced features. These tools help you automate tracking, connect coaching to other performance metrics, and provide data-driven insights that a simple document just can't. Think of it as an upgrade from a paper map to a full GPS system—both get you there, but one makes the journey a lot smoother and provides real-time updates.
Using a dedicated platform means you can store all your coaching sessions in one place, track agent progress over time, and identify team-wide trends that need attention. It moves coaching from a one-off event to a continuous improvement cycle. This is where you start to see real, lasting changes in performance and agent engagement. Let's look at a few top contenders that offer robust solutions for call coaching, each with its own unique strengths. These platforms move beyond static forms to create a more dynamic and impactful coaching environment for your team.
C2Perform understands that time is a huge constraint for contact center leaders and that keeping agent morale high is just as important as hitting KPIs. Their Dynamic Coaching platform is designed to make the process more effective and engaging for everyone involved. Instead of relying on static forms, it provides an integrated system that helps you deliver consistent, targeted feedback without adding hours to your day. This approach helps turn coaching from a routine task into a genuine opportunity for growth, which can directly impact performance and job satisfaction.
If you're looking for a straightforward and highly customizable solution, Jotform offers a versatile coaching form template built for call centers. It allows supervisors and quality analysts to easily evaluate agent performance, pinpointing both strengths and areas for improvement. While it doesn't have the deep integration of a full performance suite, its flexibility is a major plus. You can tailor the form to fit your exact criteria, making it a great starting point for standardizing your evaluation process and facilitating more constructive feedback sessions.
While Gong is well-known in the sales world, its approach to coaching is valuable for any team that talks to customers. They offer a free sales coaching template designed to make one-on-one sessions more effective and structured. The template guides managers to deliver actionable feedback that’s tailored to individual needs. Even if your team isn't focused on sales, the principles of preparing for a coaching conversation and focusing on specific behaviors can easily be adapted for customer service or support roles.
For teams that want to ground their coaching in hard data, CallMiner is a powerful option. They tackle a common challenge: turning performance analytics into actionable coaching insights. Instead of just telling an agent they need to improve, CallMiner's analytics integration empowers coaches with the data to show them how. This allows for highly informed coaching sessions that can lead to significant, measurable improvements in agent performance. It’s an excellent choice if you're ready to move beyond subjective feedback and embrace a more data-driven coaching culture.
With so many options available, picking the right call coaching template can feel like a project in itself. The best template isn't just a generic checklist; it's a tool that reflects your team's goals, integrates with your workflow, and adapts as your needs change. A static, one-size-fits-all document might check a box, but it won’t drive meaningful improvement. Instead, you want a template that feels like a natural extension of your coaching conversations—one that helps both you and your agents focus on what truly matters.
To find the perfect fit, you don’t need to test every template on the market. You just need to focus on three key areas: your team’s specific needs, how the template connects with your existing systems, and whether you can tailor it to your unique standards. By evaluating your options against these criteria, you can confidently choose a template that streamlines your process and helps your team members grow in their roles. Let's break down what to look for in each of these areas.
Before you even look at a template, take a step back and look at your team. To effectively use a coaching template, you should first assess your team's unique needs and challenges. Are your agents struggling with de-escalating angry customers? Is the average handle time creeping up? Or maybe the goal is to improve first-call resolution rates. Pinpointing your biggest opportunities for improvement will give you a clear idea of what your template needs to prioritize. Talk to your supervisors and even your top-performing agents to get a full picture of where coaching can make the biggest impact. This initial assessment ensures you choose a template that addresses your actual business goals, not just generic performance metrics.
A great coaching template shouldn't live on an island. For it to be truly effective, it needs to work seamlessly with the other tools you use every day. This is especially important for remote or hybrid teams, where communication barriers can make coaching more difficult. When your coaching tools integrate with your existing systems, you create a single source of truth for performance. Imagine being able to pull call recordings, quality scores, and past feedback directly into your coaching session without switching between five different tabs. This level of connected quality assurance saves managers time and provides agents with a more complete, data-driven view of their performance.
Every contact center has its own language, culture, and performance standards. Your coaching template should reflect that. A rigid, unchangeable form will only create friction. Look for a template that you can easily customize to fit your needs. This means you should be able to add your company's logo, adjust scoring criteria, and modify sections to align with your specific KPIs. A truly dynamic coaching tool allows you to create different templates for different scenarios—like one for new hire onboarding and another for seasoned agents working on advanced skills. This flexibility ensures the feedback you provide is always relevant, personal, and directly tied to your team’s objectives.
A great call coaching template is a fantastic starting point, but it’s your approach that truly makes the difference. Even with the best framework, it’s easy to fall into common traps that can undermine your efforts and leave agents feeling more confused than supported. Think of your template as a map—it shows you the destination, but you still have to steer the car.
The most effective leaders use templates to guide conversations, not dictate them. They avoid overwhelming their team members with too much information and instead focus on creating a supportive environment for growth. By sidestepping a few common mistakes, you can ensure your coaching sessions are productive, positive, and lead to real, lasting improvements in performance. A platform with built-in Dynamic Coaching can also help guide you through this process, keeping your sessions on track and focused on what matters most. Let’s walk through some of the most frequent missteps and how you can avoid them.
One of the biggest mistakes managers make is trying to address too many issues in a single session. When you present an agent with a long list of things to improve, they’re likely to feel overwhelmed and discouraged. This approach dilutes the effectiveness of your feedback, making it difficult for them to focus on any one area. Instead of seeing progress, they might just feel like they can’t do anything right.
The key is to prioritize. Pick one or two of the most impactful areas for improvement and dedicate the entire session to them. This focused approach makes the feedback more digestible and gives the agent a clear, achievable goal to work toward before your next meeting.
Feedback like "be more empathetic" or "sound more confident" isn't helpful because it’s not actionable. Agents need to know how to apply your advice. Instead of general statements, provide specific, behavioral examples. For instance, say, "When the customer mentioned they were frustrated, a great next step would have been to acknowledge their feelings by saying, 'I can understand why that would be frustrating.'"
Consistency is just as important. If your evaluation criteria change from one session to the next, agents won't know what to prioritize. Using a Connected Quality Assurance program ensures that the standards you coach on are the same ones used in formal evaluations, creating a clear and consistent path for agent development.
A one-size-fits-all coaching strategy simply doesn’t work. Each agent on your team has a unique set of strengths, weaknesses, and learning preferences. Neglecting these individual needs can lead to disengagement and frustration. An experienced agent might need coaching on a complex new product, while a new hire may need to focus on mastering the basic call flow.
Take the time to understand what makes each agent tick. Tailor your template and your conversation to their specific challenges and career goals. When agents feel that you are personally invested in their success, they are far more likely to be receptive to your feedback and motivated to improve their performance.
The coaching session is just the beginning. Real improvement happens when agents take what they’ve learned and apply it to their live calls. Forgetting to follow up is a missed opportunity to reinforce learning and show your ongoing support. A coaching session without a follow-up plan can feel like a one-off critique rather than part of a continuous development journey.
Make follow-up a standard part of your process. Schedule a brief check-in a few days after the session, listen to a few of their recent calls to spot improvements, or send a quick message to see if they have any questions. This simple step shows you’re committed to their growth and helps ensure that your coaching efforts translate into tangible results.
A great template is your starting point, but its real power comes from how you use it. Simply filling out a form isn’t enough to inspire change. Effective training is about turning the insights from your template into meaningful conversations and clear development paths for your agents. It’s about creating a coaching culture where feedback is a tool for growth, not criticism.
By using your template as a guide for structured, supportive coaching sessions, you can help your agents build confidence, refine their skills, and feel more connected to their role. The following steps will show you how to transform your template from a simple document into a dynamic training tool.
A coaching session without a clear goal can quickly become an unproductive chat. To make every minute count, you need to set clear objectives before you even sit down with your agent. Effective coaching involves planning, working through challenges, and defining next steps. When you establish what you want to achieve, you ensure both you and your agent are on the same page from the start.
Before each session, review the agent’s recent performance data and identify one or two specific areas for focus. Share these objectives at the beginning of the meeting. For example, an objective could be, “Today, we’ll focus on reducing after-call work by using the new CRM shortcuts.” This approach provides structure and makes the feedback feel targeted and manageable, which is a core part of dynamic coaching.
Abstract feedback like “be more empathetic” is hard for an agent to act on. The most effective way to make your coaching stick is to ground it in reality with specific call examples. Using real interactions allows agents to see practical applications of the feedback they receive. It connects the dots between the scores on the template and their actual performance on the floor.
Pull a few recent call recordings—both positive examples and those with room for improvement. Listen to them together and use your template to guide the conversation. Instead of just pointing out errors, discuss the customer’s perspective and the outcome of the call. This process is much easier with a connected quality assurance system that links call recordings directly to evaluations, making feedback tangible and easier to understand.
Coaching should be a dialogue, not a monologue. Encouraging agents to reflect on their own performance is a powerful way to foster ownership and a growth mindset. When agents identify their own strengths and weaknesses, they become active participants in their development rather than passive recipients of feedback. This builds trust and shows that you value their perspective.
Start the conversation with open-ended questions. Ask things like, “How did you feel that call went?” or “What’s one thing you would do differently next time?” Let them lead the assessment before you share your own thoughts. This approach helps agents develop critical thinking skills and take responsibility for their improvement, which is a key driver for building stronger team engagement.
A coaching session should always end with a clear path forward. Vague suggestions lead to vague results. The goal is to help agents create plans and set goals to get better at their job. An actionable development plan ensures that every agent leaves the session knowing the exact steps they need to take to improve their performance.
Use the development plan section of your template to document specific, measurable actions. Instead of “improve product knowledge,” a better action item is, “Complete the two new product modules in the learning management system by Friday.” These concrete steps remove ambiguity and make it easy to track progress. At your next session, you can start by reviewing these items, creating a continuous cycle of feedback and growth.
Once you’ve implemented your call coaching templates, how do you know if they’re actually working? The goal isn’t just to have conversations; it’s to see real, measurable improvement in your team’s performance. Tracking the right key performance indicators (KPIs) is the only way to connect your coaching efforts to tangible business outcomes. When you see these numbers move in the right direction, you can be confident that your coaching strategy is paying off.
Focusing on a few key metrics will give you a clear picture of your coaching program's impact. These numbers don’t just tell you what is happening; they help you understand why. For example, if you see an agent’s customer satisfaction scores go up after a coaching session focused on empathy, you have direct evidence that your guidance was effective. Using a platform with Dynamic Coaching tools allows you to tie these metrics directly to individual coaching sessions, making it simple to track progress and demonstrate the value of your work. This data-driven approach helps you refine your templates and tailor your coaching to what truly works for your team and your customers.
Two of the most telling metrics in a contact center are First Call Resolution (FCR) and Average Handle Time (AHT). FCR measures the percentage of customer issues resolved in a single interaction. When your FCR rate is high, it’s a strong sign that your agents have the knowledge and skills to handle inquiries effectively, which is a direct result of great coaching. Similarly, AHT tracks the average length of a customer call. While a lower AHT can indicate efficiency, the goal is to reduce it without sacrificing service quality. Effective coaching helps agents find that perfect balance, allowing them to be both quick and thorough. Monitoring these call center metrics will show you the direct impact of your coaching on agent performance.
At the end of the day, your customers’ happiness is what matters most. Customer Satisfaction (CSAT) scores, typically gathered through post-call surveys, are a direct reflection of the customer experience. There’s a clear line between well-coached agents and higher CSAT scores. When agents are trained to listen actively, show empathy, and provide accurate solutions, customers feel heard and valued. By tracking CSAT scores alongside your coaching initiatives, you can see how specific training on soft skills or product knowledge translates into happier customers. This feedback loop is essential for continuous improvement and proves the ROI of your coaching program.
Agent utilization measures how much time your agents spend actively helping customers compared to their total logged-in time. While it’s a measure of productivity, it’s also an indicator of engagement. Agents who receive consistent, supportive coaching are often more motivated and focused, leading to higher utilization rates. Paired with this are Quality Scores, which assess agent performance based on your company’s specific standards. These scores, often generated through a Connected Quality Assurance program, provide concrete evidence of whether your coaching is hitting the mark. When you see quality scores improve after targeted coaching sessions, you know your efforts are successfully shaping agent behavior and improving service delivery.
Ready to put call coaching templates to work for your team? Taking a thoughtful approach to implementation will help you get the most out of this tool from day one. It’s not just about downloading a file; it’s about integrating a new process into your workflow that empowers supervisors and supports agents. A successful rollout involves exploring your options, creating a realistic timeline, and ensuring your leaders are equipped to use the template effectively.
The best way to find the right template is to see it in action. Many platforms offer demos or free trials that let you test drive their features before you commit. Simple options, like Jotform’s Call Center Coaching Form, can be a great starting point for understanding the basic structure. For a more robust solution, look into systems that integrate coaching directly into your performance management workflow. Exploring a demo of C2Perform’s Dynamic Coaching platform, for example, will show you how a template can connect to quality scores, agent scorecards, and long-term development plans, giving you a much more holistic view of performance.
One of the biggest hurdles for any contact center manager is finding the time for coaching when call queues are full. It’s easy for coaching sessions to get pushed aside for more urgent operational demands. That’s why it’s so important to create a realistic implementation timeline and stick to it. Block out dedicated time on the calendar for training your supervisors and for the coaching sessions themselves. Consider starting with a small pilot group of agents and supervisors to work out any issues with the template or process before rolling it out to the entire team. This phased approach makes the transition more manageable and helps build momentum.
A template is just a document; its real power comes from the person using it. Proper training ensures your supervisors can deliver clear, helpful, and consistent feedback. Your training should go beyond just explaining the fields on the form. Coach your coaches on how to use the template to guide a productive conversation, help agents create their own development plans, and set achievable goals. A great coaching session is a two-way dialogue, not a lecture. By equipping your leaders with the right tools and techniques, you empower them to build stronger, more accountable teams and foster genuine skill development.
What's the difference between using a template and just taking notes during a call review? Think of it this way: notes help you remember what happened, while a template helps you make sense of it in a consistent way. Notes can be subjective and vary from one session to the next. A template provides a structured framework that ensures you evaluate every agent on the same key behaviors and metrics. This creates a fair process and turns your feedback from a simple observation into an objective, actionable conversation focused on specific skills.
How do I get my agents to see coaching templates as a positive tool, not just another way to be criticized? This all comes down to your approach. Introduce the template as a tool for their professional growth, not just for performance monitoring. The key is to make it a two-way conversation. Encourage agents to self-assess using the template first, and always start by highlighting their strengths. When they see that the process is collaborative and genuinely focused on helping them succeed, they're much more likely to view it as a supportive resource rather than a critique.
What's the most critical part of the template to get right? While every section is important, the Actionable Development Plan is where the real magic happens. A coaching session can be great, but if it doesn't end with clear, concrete next steps, it's a missed opportunity. This section turns your conversation into a forward-looking plan. By collaboratively defining one or two specific goals and the exact steps to achieve them, you empower your agents to take ownership of their growth.
How often should I be conducting these coaching sessions with each agent? There isn't a single magic number, as it depends on your team and individual needs. A good rule of thumb is to have weekly sessions for new hires who are still learning the ropes. For more tenured agents, bi-weekly or monthly check-ins might be sufficient. The most important thing is to be consistent. Regular, predictable coaching builds momentum and shows your team that you are invested in their development over the long term.
Can I just create my own template in a spreadsheet, or do I really need a dedicated platform? Starting with a spreadsheet is a great first step to bring structure to your coaching. However, a dedicated platform like C2Perform takes it to the next level. It integrates your coaching forms with quality assurance scores, call recordings, and historical performance data all in one place. This saves you an incredible amount of time and provides a complete picture of an agent's progress, making your coaching far more data-driven and impactful.