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Understanding the Challenges

I have a new agent who was struggling with performance. To better understand his challenges, I have been consistently monitoring his progress and conducting 1:1 sessions. While some of his assigned leads had a low contact rate, we revised his scripts and objection-handling responses to make them more natural and easier for him to communicate with customers.

I proposed a structured step-goal plan for him as a new hire, which my boss approved. Since then, he has become more eager to hit his targets, as breaking down his daily, weekly, and monthly goals and providing regular performance updates has made them feel more attainable.

To further drive motivation, I launched a live contest for mini-teams, where the team with the highest sales revenue wins. This added incentive pushed him to work harder and contribute to the team’s success. Additionally, I had a direct conversation with him about the consequences of not meeting his target. He committed to giving his best, as he wants to stay with the team and FPS.

I’m pleased that these efforts have significantly improved his performance. Now, the focus is on ensuring consistency moving forward.

Marianne Basa

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Superpower: Structured Goal Setting and Incremental Progress Tracking Explanation:

The core strength here is the ability to break down a large, daunting task (achieving sales targets) into smaller, manageable steps.

Coupled with this is the consistent tracking and feedback, which allows the agent to see tangible progress.

Additionally, the coach used motivational techniques (contests) and accountability measures (direct conversation about consequences) to maintain momentum.

Situation and How it Helped:

Situation: A new agent was struggling with performance, possibly due to feeling overwhelmed by the overall targets and facing initial challenges with lead contact and objection handling.

How it Helped:

Structured Step-Goal Plan: By creating a daily, weekly, and monthly goal plan, the coach made the targets feel achievable. This reduced the agent's anxiety and provided a clear roadmap for success.

Regular Performance Updates: The updates provided the agent with consistent feedback, allowing them to see their progress and make adjustments as needed.

Live Contest: The contest created a sense of team spirit and healthy competition, motivating the agent to work harder and contribute to the team's success.

Direct Conversation about Consequences: The frank discussion about the consequences of not meeting targets created a sense of accountability, reinforcing the importance of achieving the goals.

Objection handling revisions: This gave the agent better tools to perform his job.

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I have a agent who has been demotivated to work, so he is not showing interest in improving his scores. So what I did, iis I closely monitored the agent's data and did a 1:1 coaching to know the reason behind the disinterest. After it, we found out thhatt he felt left beind and not appreciated.

So to address this, I proposed a team weekly gamaes, where it's a battle of the most CSAT's and they get a raffle every CSAT and we drew it every end of month. They get prizes and I also encouraged appreciating small wins and checking them from time to time.

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I have an agent that won't follow the simpliest line item on their quality then the rest will be the same so overall it will give a low score on their quality audits. What I did was I organize a team meeting to not just pin point a specific person but to set awareness first, then answer all the clarifications on the line items inclding providing techniques or ways on how to secure a yes on that line item, and since individually everyone is self aware then I started to tell that specific person that if he has more questions or needs advise not to hesitate and ask me directly or his TM, then when he is already set that he can always ask me or to make him realize that he has options then I ask why he is struggling with the line items or if he still has confusions then I provide ideas that he can use and along with it reminding him that I am not their to judge all their calls or output but to help and guide them to make it easier for them to hit the goal.

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I once had an agent who struggled to close sales and started feeling really demotivated because convincing customers wasn’t her strong suit. Instead of letting her lose confidence, I stepped in and coached her on how to properly position a call to increase her chances of closing. At first, she was hesitant and unsure if she could really improve. But I reminded her of her biggest strength, her excellent communication skills. By polishing that and teaching her how to use a structured flow in her calls, she started seeing how much more effective her conversations could be. This not only boosted her confidence but also increased the likelihood of customers saying “yes.”

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I have a new agent who accumulated more than 30 minutes of tardiness within 4 days consecutively. Asking them directly won't help and the best thing that I always do is to set the mood and to let them knpw and understand why they are being coached so we can also come up with a SMART action plan.

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The Situation: I was coaching a support agent who had a high DSAT due to long resolution times. Instead of just telling them to work faster I used root cause analysis to review their recent contacts together.

How it Helped: We discovered they were manually looking up data that was already available in a hidden tab of our CRM. By identifying this specific technical hurdle, I was able to show them the shortcut. Their DSAT score dropped immediately because they could resolve issues in half the time, turning their frustration into a confidence boost

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Simplifying complex concepts and building confidence through guided questioning.

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Simplifying complex concepts and building confidence through guided questioning.

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Situation: Coached an agent who struggled with handling billing inquiries and frequently sought supervisor assistance during live interactions.

Actions:

Observed live calls and identified knowledge gaps.

Used reflective questions instead of providing direct answers.

Broke down complex billing scenarios into simple, actionable steps.

Reinforced learning through targeted practice and feedback.

Result:

Reduced escalations and improved call confidence.

Met quality expectations consistently.

Became more independent in resolving customer concerns.

Key Takeaway: Great coaching empowers people to think critically and solve problems confidently on their own.

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Simplifying complex concepts and building confidence through guided questioning.

Situation: Coached an agent who struggled with handling billing inquiries and frequently sought supervisor assistance during live interactions.

Actions:

Observed live calls and identified knowledge gaps.

Used reflective questions instead of providing direct answers.

Broke down complex billing scenarios into simple, actionable steps.

Reinforced learning through targeted practice and feedback.

Result:

Reduced escalations and improved call confidence.

Met quality expectations consistently.

Became more independent in resolving customer concerns.

Key Takeaway: Great coaching empowers people to think critically and solve problems confidently on their own.