Executive Summary

In this 900 word article, I explore the four different types of training interventions call center sales managers use to improve their team’s performance, but argue that each agent has their own preferred learning style and this should dictate the training mode most frequently used with that agent.

In addition to some useful tips to coach at your highest level.

Learning styles and coaching

We are all very familiar with Honey and Mumford’s work on learning styles from the 1980s, which describes the four different learning styles that we all have. My preferred style is a reflector as I like to look back on my learning events, take my time when learning, think things through, listen to others and hate being left in the background.

Others may prefer an activist style where it suits them to drop from a thousand feet, happy to learn from mistakes, can easily see what their mistakes have been, and can find an alternate way in mini seconds. They just seem to want the shops to go up to a hundred miles an hour.

You may prefer a theoretical style with a desire to see all the details and background of the training topic and see where theories and models can benefit your learning.

Or finally the pragmatist who, by now, has grown bored with this piece because they don’t see the benefits and how it can help them.

Have you ever used these learning styles to help you maximize your phone-based sales training? You may not have thought of it, but it makes a lot of sense.

Most telephone sales centers or call centers or inside sales operations, as our friends across the pond call them, use a variety of training interventions. These are:

1. Live coaching side by side in the call center
2. Coaching of privately recorded calls
3. 1to1 coaching with metrics and KPIs
4. Group listening sessions followed by facilitated group discussions on best practices

If you can choose which one to use with your telemarketers, choose the one that suits your learning style.

side by side training

For activists, definitely go for the live side-by-side training. Here are some tips to make this training better for them:

• Decide on a theme to work on during the side-by-side sessions, and pay attention to this area during your observations.
• Ask your agent what is their preferred subject to focus on
• Focus mainly on feedback and keep it snappy, then ask what they can do differently.
• Use GROW but start with reality by giving them feedback on the reality you just observed, then jump right into the options, giving them a chance to comment.
• Keep comments for about 2 minutes, then move on to the next call.
• The beauty of living side by side is that you can see the real challenges they face, which are not skill based, usually systems or processes, so empathize with them and take action to improve them.

Recorded feedback sessions

For reflectors, offer them more private recorded call training sessions. Here are some tips to help you here:

• Give them a little more time with the question “How well did you do?”, look away a little more, give them space to think.
• Let your agent choose which calls to listen to as long as you stipulate a good one and a not-so-good one.
• Don’t pick calls at random; use intelligent speech analysis software to pick out keywords, phrases used, attitudes, sentiments, and acoustics.
• Let your agent compare themselves against your best practice checklist and then give feedback.
• Use silence, non-verbal nods, and lots of matching body language to encourage the reflector to talk…and we do.
• Once some actions start to appear, GROW THEM naturally, and then conclude with the WHY: where they need to be, how will I get there, and how will you help me.

1 on 1 performance training

Theorists may prefer 1to1 coaching with metrics and KPIs to weigh. Some tips here:

• Let them have the metrics up front.
• With the exception of the reports, they focus equally on above-average performance as opposed to below-average performance—this is a balanced performance review, after all.
• Try and use a balanced scorecard approach for the metrics you measure. You could split these four ways:
  1. “How well is your agent serving the customer?” – Customer satisfaction
  2. “How well is your agent doing?” – Operational efficiency
  3. “How well is your agent supporting sales?” – Business value
  4. “How do I get the best out of my agents?” – People Management
• Always have some training in metrics meetings, these are not just evaluation and feedback, but an opportunity to spot trends and determine action plans.

Group call listening sessions

Pragmatists may prefer group interaction by commenting on played calls, especially if you have some of the best in the group and keep it impactful. Here are some ideas:

• Choose your calls carefully, some examples and not so good calls. Maybe pick a theme in advance.
• Sell ​​WIIFMs to agents before you start. (What is for me?)
• Keep the session to about 45 minutes.
• Ask them to complete the best practice checklists.
• Invite everyone to give feedback, but keep this strict. Ask for a good point and development area and prohibit repeating what previous agents have said.
• You don’t have to provide an opinion just for the sake of it; the art is to encourage agents to comment on their own calls.
• My final advice is to ask the agent what the preferred training is, what type of training they would want from you to support your growth, and how the training should occur. They won’t give you a pragmatist, a theoretician, a reflector, that’s technical jargon for you and me, but they will give you an impression to work on.

Now, haven’t we breathed a breath of fresh air into Peter and Alan’s learning styles?