Coaching plans in the OI Agent Dashboard allow you to proactively identify areas of opportunity and target the skills that matter most to you. Create, manage and track your coaching plan performance to own your development!
 

Steps to create a coaching plan

1. Identify an inquiry to focus on using the agent dashboard tools:
   • Inquiries to work on
   • Metrics by inquiry
2. Build a coaching plan with our user friendly set-up assistant:
   • Select a focus metric
   • Set a target
   • Define a timeframe
3. Track your ongoing coaching plan
   • See your progress over time
   • Check off actions you committed to
   • Send and receive messages, or log notes along the way
      

Best practices for effective coaching plans: 

• Commit to specific actions that are achievable
• Request relevant support from team leaders
• Select inquiries with higher call volumes to maximize improvement opportunities
• Set an improvement target of 10-15% over a month
   

Identify an Inquiry

Inquiries to work on

Create a coaching plan from the 'Inquiries to work on' tab. They're calculated based on agent effectiveness and handle time, in order of priority from left to right.

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For this example Inquiry below, we can identify multiple factors that will ensure our coaching plan will be impactful:

• 'Logging into my Internet Banking' is our highest priority inquiry to work on. 
• The 'Average Handle Time' is the metric lowering our effectiveness the most. 
• Our team's average 'Handle Time' and 'Effectiveness' is exceeding our performance.
• The inquiry is making up 24% of our handle time.

Next, we'll discuss another way to get to an inquiry page and build a coaching plan:

Metrics by inquiry

In your Agent dashboard, locate 'Metrics by inquiry' to manually browse all inquiries and their metrics.

1. Sort inquiries by volume - you want to choose an inquiry with medium to high volume and handle time.
2. Sort inquiries by metric - prioritise metrics that are orange or red. The score for each metric is color-coded to indicate your relative performance within your contact center.

Needs work: Bottom 25%

Good: Middle 50%

Great: Top 25%

3. Click on an inquiry's name to open the inquiry page.

For the example below, we'll sort by 'Predicted Satisfaction' to find an inquiry that needs work.

The key factors that will make this an impactful coaching plan:

• Our 'Predicted Satisfaction' score needs work compared to the contact center average.
• Account Balance' is our fourth highest volume inquiry.

Once you've identified an inquiry, click

Build a coaching plan

When we click on 'Let's build a coaching plan' our first step is choosing a metric for your focus area:

The score for each metric is color-coded to indicate your relative performance within your contact center:

Needs work: Bottom 25%

Good: Middle 50%

Great: Top 25%

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Set a target that is achievable by entering a value in 'Improve by'. If it's your first coaching plan we recommend 10-15%. The system will fill in your target value automatically.

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Define a timeframe using the date picker. It's important to give adequate time to take enough calls for the chosen performance metric and inquiry. We recommend choosing a month, which is the default selection.

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Our tool will make suggestions based on top-performer behaviours found in other transcripts. 

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Click the highlight pen and select suggested behaviours, or type your own actions to commit to.

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Here's where you'll request support from your team leader. Choose from the suggested options, or type your own.

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Review the summary of the coaching plan you've built. Make sure all the details are correct and amend anything that needs adjusting. 

To finalise, click

 Your coaching plan is now live and being tracked!

It will show as being offtrack immediately, and where no improvement or related calls have been taken.
 

Track your ongoing coaching plans

Upon logging into the Agent dashboard you will see your in-progress coaching plan immediately. 
If you have multiple coaching plans, click the arrows to flick between them.

Click for further coaching plan information:

For more information visit our training courses @ OI University