Once the skill gaps are defined, the managers should identify key corporate initiatives that can be supported through coaching. After laying the groundwork for the key initiatives, call center managers can start developing a coaching model that is aligned with the corporate goals.

Vance said there are 'four Ps' in developing a coaching model: probing questions, perspective listening, power of non-verbals, and positive reinforcement. He elaborated: 'The first P will help in identifying agents' skills. The second will help in keeping an open mind. The third P will help facilitate communication through the use of body language. And the last is for boosting the morale and loyalty of the agents.'