Leadership Academy

Performance Acceleration Tactics

The Coaching Loop Side-by-Side Hot Lap

1 Sit beside the agent, and plug into the console. 1 Specify the behavior on which you are following up.

2 Remind the agent of the behavior being observed. 2 Ask the Agent how it is going with the application of the behavior.
Based on the Agent’s answer, provide positive, constructive or corrective
3 Demonstrate the skill you are there to observe. 3
feedback
4 Proactively engage in the call. 4 Gain the Agent’s commitment that he or she will continue using the

5 Provide recognition of desirable behaviors. 5 If corrective feedback, document the interaction in the appropriate coaching

6 Gain agent’s commitment to use the behavior.

Provide feedback/coaching using the DIRECT

7
Feedback and document appropriately.
DIRECT Feedback
Model On The Fly Rapid Fire
1 Move throughout the team. 1 Explain that you will be partnering for success.

2 Monitor where each Agent is within the call flow. 2 Plug in with highest performer.

3 Give coaching and direction specific to each Agent. 3 Quickly identify opportunities.
Provide tips, guidance, and direction remembering how the Agent likes to be
4 Provide on-the-spot recognition. 4
coached.
Remain with Agent until you are confident behaviors are being performed
5 Track results using the Huddle Board, as appropriate. 5
to the level that will consistently meet targets.
6 Celebrate team success. 6 Share how results were achieved with rest of the team.

7 Move to the next highest-performer and continue the process.

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