The Coach™

What is the Coach™?

NuComm International has a clearly defined process and methodology for documenting interactions between call center supervisors, managers, human resource personnel and customer service representatives. Our web application is called The Coach™.

When developing The Coach™, we recognized that a significant opportunity for improvement existed in the way a coaching session is communicated through the different levels of our call center. Using NuComm’s proprietary Tandim™ application, The Coach™ was developed as a tool for opening the door for communication between all levels of our organization.

Our Solutions Division has created a leading edge, inter-office communication tool. This tool is entirely web-based and is accessible through any web browser. Using a login and password, users are able to review their current coaching tickets as well as any past tickets.

The Coach™ provides a method of coaching which ensures all appropriate parties have had an opportunity to discuss and review with any relevant comments or questions.

Aspects of The Coach™

All information regarding a coaching session is contained within the one ticket. This ticket lists:

• A unique tracking number
• The recipient of the coaching session
• The supervisor in charge of coaching the employee
• The coaching category
• The level of severity
• A performance target (if applicable)
• The actual score attached to the review
• Comments about the initial launch of the ticket
• An area for discussion
• An area for the coaching sessions comments and commitments from the employee

Benefits of The Coach ™

• Secure and private – only those directly involved in the coaching process are privy to the ticket
• Open forum to discuss the steps involved in resolving issue
• Ability to attach all relevant data and files, including an existing QA form and voice file
• Ensures accountability at all levels
• Ability to attach an existing QA form, voice file, or other document

Visibilty is Key to Success!

For a quick summary of the amount of tickets initiated and their status, The Coach™ offers a unique feature. Clicking the ‘Coaching Summary’ icon provides a snapshot of coaching activity.

Another great management feature within The Coach™ is the ‘View Reports’ option. This allows the user to filter the various tickets based on a number of different parameters. Some of these parameters are:

• The ticket requestor
• The recipient of the ticket
• The person responsible for the coaching session
• The reason for the ticket
• The warning level

Why The Coach™?

There are a multitude of reasons why The Coach™ would benefit your contact center. Most of those reasons revolve around The Coach’s™ ability to improve performance and efficiency within your center.

Do you Need The Coach™?

• Are you looking to drive performance and improve efficiency while lowering costs within your center?
• Do you want better communication between employees and their supervisors?
• Do you want to ensure the right information has reached the right people?
• Do you need a method to measure the accountability of your supervisors?
• Are you searching for a fair and equal method for delivering disciplinary requests?
• Would you like to hold each of your employees accountable for the information they provide to customers?