“How do I coach remote reps?”
If I had a nickel for every time I’ve been asked that question in the past year, well … I’d have a lot of nickels.
I think this question has a lot of merit, especially considering the relative newness of at-home, or remote agents, in the contact center. In 2001, less than 5% of contact center agents worked from home, and now I consistently hear organizations talk about increasing their percentage of remote reps, some talking about moving beyond 50% working from home!
And while there are certainly loads of benefits for both the reps and the company (reduced attrition, increased productivity, reduced cost), one of the ongoing challenges is continuing the best-in-class coaching practices that CEB Customer Contact Leadership Council has been preaching for several years now: Integrated Coaching.
But how on earth can you coach this way when your agents are miles (a few or even thousands!) away from you, the leader charged with coaching?
First of all, to level-set anyone who is less familiar with Integrated Coaching, we describe it like this:
Integrated Coaching occurs soon after, if not, immediately after an opportunity to coach (positive or constructive) presents itself AND it happens on-the-floor, where a staff member is most likely to learn and apply what they’ve learned in the next interaction.
But if it happens on the floor, and my remote agents aren’t on the floor, can I still deliver effective coaching?
Absolutely. And the way to do it is to take advantage of the opportunities and technologies that you have (in descending order of effectiveness):
1) Phone Calls – The old standby still holds a lot of value, and may be the most effective way to communicate with your remote reps. While it’s not as personal as a face-to-face chat, it’s way better than trying to have a conversation over chat or email.
2) Video Chat – I love this option, but realize not every company has this technology available to them. Also, it can be a challenge to find the opportunity to connect via video chat, but it does get you that much closer to a true face-to-face interaction.
3) Instant Message (IM) – IM can feel impersonal and even disruptive, but it’s a great way to send a quick bit of feedback (especially positive strokes) or tee up a coaching conversation.
4) Email – The least effective option because of the likely delay in being received, but also doesn’t have much a two-way feel to it, which is critical for successful coaching.
I’ll be the first to admit that coaching remote agents presents some unique challenges, but rather than dwelling on what can’t be done, focus on how you CAN coach, and just do it!
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