Inside Look: Coaching &

Performance Management
Thursday, November 13, 2 pm EST
Time for Coaching
In regards to agent schedules, select all that apply

13%
None of the above

Coaching is scheduled based 13%

on agent requests

Coaching is scheduled based 56%

on supervisor requests

There is standard recurring

19%
time on agent schedules for
coaching

We regularly schedule time 63%

for coaching on agent
schedules

Targeted vs. Spent Time in Coaching

How much time is

targeted per agent per 2.9
month for coaching?

How much time is

actually spent
0.9
coaching per agent per
month?

Hours
Where is supervisor time spent?
Estimate the percentage of time spent on each activity.

Other, 7%
Special Projects, Managing Agents,
7% 22%

Handling
Administrative
Tasks, 17%

Preparing to
Coach, 18%

Coaching on Call
Performance, 29% Estimate the percentage of overall coaching time spent on each.

High Performers ,
17.50%

Low Performers,
55.40%
Middle Performers,
27.10%
Measuring Coaching

Select all that apply to coaching measurement.

We measure performance in 57%

relation to coaching

We measure how much time is 50%

spent coaching per supervisor

We measure the amount of 21%

coaching time spent on
specific topics

29%
None of the above
Coaching in Practice
What is the biggest challenge to coaching?

Improving
coaching skills,
19%

Finding time for

coaching to occur,
44%

Ensuring
consistency in
coaching, 31%
Helping
supervisors
identify who to
coach first, 6%

Select all that apply to your coaching process.

7%
Supervisors are proficient on it

40%
It is clearly defined

It includes guidelines for 53%

determining coaching priorities

It outlines the steps for conducting 60%

a coaching session

It includes specific actions based 60%

on identified performance issues

13%
None of the above
About the Survey
Webinar registrants were solicited to
take part in a survey, with results to
be shared during webinar.

25 participants
About Knowlagent

Knowlagent has enabled

companies around the world to
manage call center agents for 13
years.
Hiring
Training
Communications
Coaching

Easy to use on-demand software

No capital expenditures
Deployable in 30 days
Accessible via the Web
Enabling more companies to optimize
frontline performance faster and more
affordably than ever before.

For more info:

kengle1@knowlagent.com