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Agent Coaching in a Contact Centre

What is agent coaching in a contact centre?

Contact centre agent coaching is a systematic and essential practice within contact centres, designed to enhance the skills, capabilities, and overall performance of their contact centre agents. It involves a structured process in which supervisors or experienced individuals provide guidance, support, and constructive feedback to agents, with the overarching goal of optimising customer interactions and driving excellence in service delivery.

Agent Feedback

Supervisors regularly review agent performance, assessing their interactions with customers for effectiveness and adherence to established guidelines. They provide specific feedback, highlighting areas where improvement is needed and acknowledging strengths. This feedback loop is vital for agents to understand their performance, identify areas for growth, and receive recognition for their achievements.

Skill Development

Coaches work with agents to identify specific skills or competencies that require enhancement. This might encompass improving communication skills, mastering product knowledge, or honing problem-solving abilities. Agents receive targeted training and support to develop these skills, enabling them to excel in their roles.

Role Play

This is a valuable technique used in coaching to simulate real-world customer interactions. Agents engage in practice scenarios where they can apply the skills and knowledge they’ve acquired. Role-playing exercises help agents gain confidence, refine their responses, and adapt to various customer situations, ultimately leading to more effective communication and issue resolution.


Agent training is an ongoing process in contact centres, and agent coaching serves as a supplementary means of continuous learning. Coaches identify training needs and deliver customised training modules or resources to address these gaps. This ensures that agents remain up-to-date with evolving product information, customer service strategies, and best practices.


Supervisors regularly monitor agent interactions with customers, both in real-time and through the review of recorded calls or interactions. Monitoring helps identify areas where agents excel and where they may need additional support. It also ensures that agents consistently adhere to quality and compliance standards

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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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