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John Smith

Agent

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Step 1
Question 1.1 COACH READINESS - The coach listened to the call prior to the coaching session.

Question 1.1 COACH READINESS - Identify Big Rocks and important items for discussion with the agent.

Question 1.1 COACH READINESS - Take note of the timestamps especially the opportunities on the call.

Question 1.1 COACH READINESS - The coach has a speaker/headset prepared.

Step 2
Question 2.1 PULL OUT THE AGENT AND SET THE STAGE - Review previous coaching session – Ensure agent is aware of the agreed upon work-ons.

Question 2.1 PULL OUT THE AGENT AND SET THE STAGE -Temp Check – Ensure the agent is on the right mindset to receive coaching.

Question 2.1 PULL OUT THE AGENT AND SET THE STAGE - Making the agent comfortable in the session – Use ice breakers to make the agent more receptive to coaching.

Step 3
Question 3.1 REVIEWED THE CALL IN IT'S ENTIRETY - Allow the call to play in its entirety without pausing for discussion.

Question 3.1 REVIEWED THE CALL IN IT'S ENTIRETY - Make sure the agent is prepared with a notepad and pen to write highlights and opportunities while listening to the call.

Step 4
Question 4.1 CELEBRATE THE SUCCESSES - Ask the agent for successes on the call.

Question 4.1 CELEBRATE THE SUCCESSES - Highlight the strengths of the agent, reinforce if there are improvement on the current or previous opportunity.

Question 4.2 DISCOVER OPPORTUNITIES - Ask the agent for opportunity to work-on.

Question 4.2 DISCOVER OPPORTUNITIES - Provide leading questions if the agent is struggling to identify the correct opportunity. Ask questions that will lead the agent to his/her opportunity. (What, Why, Where) or (5 Whys)

Question 4.2 DISCOVER OPPORTUNITIES -Check for the agent's understanding of the issue. – Ensure the agent has properly identified the Big Rocks out of the many issues on the call.

Question 4.3 Identify the Big Rocks - Check for the agent's understanding of the issue. – Ensure the agent has properly identified the Big Rocks out of the many issues on the call.

Question 4.3 Identify the Big Rocks -Limited to 1-2 behaviors that once fixed can also change the totality of the call.

Question 4.4 SKILLS TRANSFER - Show the agent where to find information and ensure agent's understanding of what is expected.

Question 4.4 SKILLS TRANSFER - Highlight the use of tools available (Metrocare, Call Assist 2.1, mpower, ONE METRO)

Question 4.4 SKILLS TRANSFER - The coach did a role-play with the agent and did not stop until the behavior is fixed.

Question 4.4 SKILLS TRANSFER - The coach demonstrate correct behavior through a role-play. (when needed)

Step 5
Question 5.1 Action Items / Action Plans – Should be SMART (Specific, Measurable, Attainable, Realistic and Time bound). - Explain the What and the Whys of the plan especially the HOW TO's.

Question 5.1 Action Items / Action Plans – Should be SMART (Specific, Measurable, Attainable, Realistic and Time bound). - Advise the agent of next steps they need to take clearly (step by step).

Question 5.1 Action Items / Action Plans – Should be SMART (Specific, Measurable, Attainable, Realistic and Time bound). - Help the agent formulate action 1-2 action plans.

Step 6
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - The coach was positive and imbibed the Voice spirit

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Use a friendly tone, Used agent's name and Used positive word choice

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Getting the agent’s buy in

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Ask what’s in it for the Agent and Organization.

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Highlight the contests especially the AOY.

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Discuss and highlight the career growth.

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Highly Engaged discussion based on a 70/30 rule.

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Discuss the items for the follow up coaching session. – Giving an exact date when will be the next coaching session and do a recap of the action items.

Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Talked about behaviors and NOT scores

Summary
Question Response Note Score
Total -
Question 1.1 COACH READINESS - The coach listened to the call prior to the coaching session 0/3
Question 1.1 COACH READINESS - Identify Big Rocks and important items for discussion with the agent. 0/3
Question 1.1 COACH READINESS - Take note of the timestamps especially the opportunities on the call. 0/3
Question 1.1 COACH READINESS - The coach has a speaker/headset prepared. 0/1
Question 2.1 PULL OUT THE AGENT AND SET THE STAGE - Review previous coaching session – Ensure agent is aware of the agreed upon work-ons. 0/6
Question 2.1 PULL OUT THE AGENT AND SET THE STAGE - Temp Check – Ensure the agent is on the right mindset to receive coaching. 0/2
Question 2.1 PULL OUT THE AGENT AND SET THE STAGE - Making the agent comfortable in the session – Use ice breakers to make the agent more receptive to coaching. 0/2
Question 3.1 REVIEWED THE CALL IN IT'S ENTIRETY - Allow the call to play in its entirety without pausing for discussion. 0/7
Question 3.1 REVIEWED THE CALL IN IT'S ENTIRETY - Make sure the agent is prepared with a notepad and pen to write highlights and opportunities while listening to the call. 0/3
Question 4.1 CELEBRATE THE SUCCESSES - Ask the agent for successes on the call. 0/5
Question 4.1 CELEBRATE THE SUCCESSES - Highlight the strengths of the agent, reinforce if there are improvement on the current or previous opportunity. 0/5
Question 4.2 DISCOVER OPPORTUNITIES - Ask the agent for opportunity to work-on. 0/2
Question 4.2 DISCOVER OPPORTUNITIES - Provide leading questions if the agent is struggling to identify the correct opportunity. Ask questions that will lead the agent to his/her opportunity. (What, Why, Where) or (5 Whys) 0/4
Question 4.2 DISCOVER OPPORTUNITIES -Check for the agent's understanding of the issue. – Ensure the agent has properly identified the Big Rocks out of the many issues on the call. 0/4
Question 4.3 Identify the Big Rocks - Check for the agent's understanding of the issue. – Ensure the agent has properly identified the Big Rocks out of the many issues on the call. 0/4
Question 4.3 Identify the Big Rocks -Limited to 1-2 behaviors that once fixed can also change the totality of the call. 0/5
Question 4.4 SKILLS TRANSFER - Show the agent where to find information and ensure agent's understanding of what is expected. 0/2.5
Question 4.4 SKILLS TRANSFER - Highlight the use of tools available (Metrocare, Call Assist 2.1, mpower, ONE METRO) 0/2.5
Question 4.4 SKILLS TRANSFER - The coach did a role-play with the agent and did not stop until the behavior is fixed. 0/2.5
Question 4.4 SKILLS TRANSFER - The coach demonstrate correct behavior through a role-play. (when needed) 0/2.5
Question 5.1 Action Items / Action Plans – Should be SMART (Specific, Measurable, Attainable, Realistic and Time bound). - Explain the What and the Whys of the plan especially the HOW TO's. 0/3
Question 5.1 Action Items / Action Plans – Should be SMART (Specific, Measurable, Attainable, Realistic and Time bound). - Advise the agent of next steps they need to take clearly (step by step). 0/3
Question 5.1 Action Items / Action Plans – Should be SMART (Specific, Measurable, Attainable, Realistic and Time bound). - Help the agent formulate action 1-2 action plans. 0/4
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - The coach was positive and imbibed the Voice spirit 0/5
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Use a friendly tone, Used agent's name and Used positive word choice 0/5
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Getting the agent’s buy in 0/1
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Ask what’s in it for the Agent and Organization. 0/1
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Highlight the contests especially the AOY. 0/1
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor -Discuss and highlight the career growth. 0/1
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Highly Engaged discussion based on a 70/30 rule. 0/4
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Discuss the items for the follow up coaching session. – Giving an exact date when will be the next coaching session and do a recap of the action items. 0/1
Question 6.1 Commitment, CEOs, Partnership and Coach Demeanor - Talked about behaviors and NOT scores 0/1
Total
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