Call Center Coaching Form Template
Unlock Better Performance with Effective Coaching
Struggling to pinpoint areas for improvement in your call center agents? This Call Center Coaching Form Template helps you evaluate agent performance effectively, guiding constructive feedback that drives growth. By using this template, you can provide structured coaching, promote accountability, enhance communication skills, and build agent confidence, all while ensuring your coaching process is efficient and objective. Try out the live template to streamline your coaching sessions.
When to use this form
Use this form whenever you coach phone, chat, or email agents after QA reviews, escalations, or new script launches. It fits one-on-ones, nesting weeks, and performance tune-ups before peak season. Supervisors, team leads, and QA analysts get a consistent structure for strengths, gaps, and a clear action plan; reps leave with one SMART goal for the next shift. Capture call details, behavior notes, role-play tasks, and follow-up dates. After a session, ask reps for quick feedback with the Coaching session client feedback survey form. The result: focused coaching conversations that raise CSAT, cut handle time, and improve first contact resolution while creating a record you can revisit during weekly reviews.
Must Ask Call Center Coaching Questions
- Which specific interaction are we reviewing, and why did the customer contact us?
Tying feedback to one call, chat, or email keeps coaching concrete and fair. The reason for contact sets context for evaluating empathy, procedure, and problem-solving.
- Which behaviors matched or missed the QA standard, with timestamps or examples?
Specific evidence reduces debate and shows exactly what to repeat or change. Timestamps make it easy to replay moments for quick role-play.
- What was the outcome for the customer and the business (resolution status, sentiment, CSAT, AHT, FCR, compliance)?
Linking behaviors to outcomes helps you coach the few skills that move the metrics. It also reveals pattern gaps, like long holds or weak discovery.
- What is the single SMART goal for the next shift, and what support or training will enable it?
One focused goal drives momentum and avoids overload. If the plan spans broader development, capture it in the Employee coaching form.
- What follow-up date, owner, and observation method will confirm progress?
Clear accountability ensures practice turns into performance. Log the session and next check-in using the Coaching log form so progress is visible across the team.
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