Coaching for good?

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I have worked as a call-quality coach at two contact-centers. So, in order to sustain good call-quality standards, we overhauled the quality sheet ; and brainstormed and designed contests, tests, scripts etc. Additionally, to tighten the loose cannons, we gave instant feedbacks for quality dips – instant reaction for a misconduct.

One of the zealots approached me and asked,

“Why don’t I get detailed assessments? I just hear ‘good job done’.”

“That’s because you are too good!”

“Thanks, but I still need to specifically know that what’s really working; that way I can make better presentations.”

Hmm, right, what’s working is what one needs to know.

Accordingly we did and involuntarily observed the difference it made. The reasons:

  1. It added to his confidence and mood-swings got abated
  2. He could focus or unfocus as required
  3. His accuracy multi-folded
  4. The relationships enhanced

Do click here to read about Appreciative Inquiry.

And if you are generally on a calendar but not on time then re-read the above!

“That’s great, tell him he’s Pele and get him back on.”

John Lambie responds when told a concussed striker did not know who he was after getting hit.