In this article we share the key takeaways from the recent webinar hosted by FAB Solutions and The Contact centre network Founder, Garry Gormley we share some valuable insights offered by industry experts Helen Beaumont-Manahan from BPA Quality, and Business Psychologist, Danny Wareham from Firgun.
We delved into how contact centres can enhance both employee engagement and overall performance through thoughtful coaching and effective management strategies.
Performance management in contact centres is a delicate balancing act. It involves not just monitoring key performance indicators (KPIs) like first-call resolution, average handling time, and customer satisfaction, but also managing the well-being of agents. Contact Centres are increasingly focusing on more human-centred performance management, rather the management by numbers, the human centred aspects is where, the well-being and development of agents take precedence over purely numbers-driven management.
Helen Beaumont-Manahan stressed the importance of striking the right balance between managing operational efficiency and fostering an environment of continuous learning. “Effective performance management
doesn’t just focus on outcomes but also on the processes that lead to those outcomes. It is essential to create a culture where agents feel supported, are encouraged to improve, and are given the tools they need to excel.”
Investing in robust performance management frameworks is more likely to reduce employee turnover and reduce attrition levels. By making performance management more holistic and balanced between behaviours and KPI’s, organisations can ensure that their employees remain motivated, engaged, and committed to delivering excellent performance levels.
How Do we Create a Coaching Culture?
Coaching is not just an optional addition to performance management, but an essential element that drives growth and as they face unique challenges, such as handling difficult customers, adhering to tight schedules, and managing repetitive tasks, coaching must be used as a vital tool for helping and supporting employees to deliver against goals and objectives.
The panel shared some useful and practical tools that have proven effective in contact centres they have experienced including:
- Regular One-on-One Sessions: Consistent coaching sessions provide agents with a safe space to discuss their concerns and seek guidance. Regular feedback helps employees correct mistakes before they escalate, ultimately improving performance.
- Tailored Coaching Plans: Not all agents are the same, and neither should their coaching be. Tailoring coaching plans to the individual needs of agents can lead to significant improvements in performance. For example, a new agent may need more support in developing customer interaction skills, while a more experienced agent may benefit from advanced technical training.
- Positive Reinforcement: Rather than focusing solely on areas for improvement, successful coaching incorporates positive reinforcement. Celebrating small wins and recognising good performance helps build confidence and motivates agents to continue improving.
- Collaborative Goal-Setting: Emphasising the importance of involving agents in the goal-setting process. Collaborative goal-setting ensures that employees feel a sense of ownership over their development and are more likely to be committed to achieving the set targets.
How can Technology Support Performance Management and Coaching?
Technology should be seen as an enabler and there are plenty of tools available to boost performance management and coaching efforts. From AI-powered analytics to real-time performance dashboards, Auto QA tools and gamification which can help streamline the process involved in finding calls and identifying the next best action. Technology however should not substitute a rounded, timely and balanced conversation.
Use of tools that allows managers to analyse customer interactions in real-time, identifying areas where agents might need additional coaching help take the hard work out of the coaching process and save leaders valuable time.
Greater visibility of performance with better access to real-time dashboards that help provide immediate feedback to agents, allowing them to monitor their performance metrics and adjust their behaviour accordingly helps teams self-manage and creates greater levels of accountability.
Creating a Culture of Continuous Improvement
One of the overarching themes of the webinar was the importance of fostering a culture of continuous improvement within contact centres. Both Danny and Helen reinforced that performance management and coaching should be an ongoing processes and that it should be a two way conversation with leaders being open to feedback and to being coached just as much as the agents.
It can be easy for managers to focus solely on meeting immediate operational targets, however, taking a long-term view and investing in the continuous development of employees pays off. Helen shared how continuous improvement is not just about addressing weaknesses but also about building on strengths, requiring a shift in mindset from reactive problem-solving to proactive development planning.
Effective Coaching and Performance Management to Drive Behavioural Change
Managers should regularly review performance data, identify trends, and work with agents to develop long-term improvement plans that re designed to change behaviours and that those behaviours are role modelled across levels. The webinar stressed that managers need to lead by example, demonstrating the Behaviours and attitudes they expect from their teams. Leaders who are open to feedback, willing to invest time in coaching, and committed to the development of their employees are more likely to create high-performing teams.
Danny Wareham highlighted that, “Leadership in a contact centre goes beyond just managing operations. It involves actively engaging with agents, understanding their challenges, and providing them with the support they need to succeed. Effective leaders are those who can build trust, foster open communication, and create a sense of belonging within their teams.”
Challenges in Performance Management and Coaching
Despite the best efforts of managers and leaders, there are still several challenges that contact centres face in implementing effective performance management and coaching programs:
- High attrition: High levels of attrition and revolving door on recruitment can make upskilling and retaining knowledge a challenge and breaking the back of high employee turnover can be done through implementing some of the suggestions put forward by our panel. With that said until this is under control it can make it difficult to implement long-term coaching and development plans so may need time to mature as approach change.
- Time Constraints: Finding the time for regular coaching sessions can be challenging. Managers are often stretched thin, juggling multiple responsibilities while trying to keep up with day-to-day operations, regular conversations with your planning team and ensuring the right levels of shrinkage are planned can help and an in the work approach can also help reduce the operational pressures.
- Resistance to Change: Some agents may resist coaching or be reluctant to embrace new performance management techniques. Overcoming this resistance requires strong communication from leadership and a clear explanation of the benefits of coaching and continuous improvement.
Summary
Coaching and Performance Management, if done well and done consistently will improve operational efficiency and foster a supportive and growth-oriented environment for team members at all levels. If we focus on regular coaching, clear frameworks and consistent application of these as well as listening to the voice of the employee to drive continuous improvement ultimately we can realise the benefits to both agent performance and customer satisfaction. As the industry continues to evolve, those contact centres that prioritise the well-being and development of their agents will be best positioned to thrive in an increasingly competitive marketplace. Effective performance management and coaching are not just tools for meeting short-term goals—they are essential strategies for long-term success.
