The Teletech executive defined coaching as a systematic activity that turns actual work situations into learning experiences with the goal of improving performance. 'The real difference in coaching is about believing in someone and then taking action to help that person be his or her very best,' he pointed out.

Five steps

Vance enumerated five steps in designing and implementing a coaching program in call centers: define the skill gaps, identify key initiatives, draw up a coaching model, implement, and, then, evaluate the results. In the first component, call center managers should determine if the agents are meeting their target metrics and if they are in danger of falling victim to the industry's high attrition rate.