Discover the Value of Ongoing Coaching and Agent Development
At TRG, we have designed and deployed a formal coaching and development model, which identifies and drives the right agent behaviors. The primary objective of the model is to enhance each customer’s experience and extend the excellence of agent performance through:
Preparation - we review performance data, business priorities and key focus areas, plan time based on business needs and business standards
Observation - we use appropriate tools, work with agents to identify behavior patterns that need improvement
Determination - we work with agents to determine the underlying elements of behavior patterns
Communication - we provide timely and specific feedback about observations, ask for agent feedback on how to enhance behaviors, and communicate business needs
Implementation - we follow up, ensuring that agents accomplish the tasks assigned to them