Call Coaching Template for High-Performing 1:1s


What to expect in this document:

Part 1 – Initial Focus: Agenda & Self-Discovery
Do’s
• Give your agent a run-through of what you’d like to focus on for today’s 1:1
• Get to know your agent better on a personal level. Lead with personal questions: how their week is going, weekend plans, etc.
Don’ts
• Look up metrics while in the coaching session, that just wastes time.
• Dive right into “issues”.
Things To Implement
• Recap the last session and goals for the week including performance metrics. This sets the tone for the coaching session.
• Questions to ask: How did last week go? What progress was made towards your goals?

Part 2 – Deep Dive: Call Review
• Download to see the details

Part 3 – Action Items: Accountability & Homework
• Download to see the details

Download The Template

Here is a sample of what to do before your coaching session:

Agent:

Choose 3 to 6 calls that they want to review in the coaching session

These calls will be sent to the manager the day BEFORE the session

Manager:

Keep a running doc of agenda items throughout the week and share it with your agent.

Review the calls from the agent before the session BUT don’t leave any call notes. The goal is for the agent to lead this part of the session.

Take this template to your next coaching session and see immediate results.

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