Last updated: November 8, 2026
Want this ready-made? See the Agent Coaching Kit, or get the free sampler.
Prepare for ten minutes
- Pick one behavior to coach. A long list does not get fixed.
- Choose one real example, such as a call or chat, and know where the key moment is.
- Decide what you would like to see instead, in plain words.
The five steps
- Open and set the tone. Say why you are meeting and that it is about growth, not blame. For example: I would like to look at one call together and agree one thing to try.
- Name a real strength. Be specific. Instead of good job, say you stayed calm when the customer raised their voice, and it helped.
- Ask first, then share. Ask how they think the call went. Then describe the moment you noticed, using facts rather than opinions.
- Agree one change. Ask what they could try next time. Add your own idea if needed. Write the agreed action in one sentence.
- Set a follow-up. Pick a date within two weeks and say how you will check, for example by scoring three calls.
Useful questions
- What went well on this call?
- What would you do differently if it happened again?
- What got in the way?
- What would help you most from me?
Keep a simple record
After each session, write down the date, the behavior, the agreed action and the follow-up date. A shared tracker helps you see whether coaching works and stops sessions from being forgotten.
Frequently asked questions
How often should I coach each agent?
A short session every one to two weeks suits most teams. New agents benefit from more frequent check-ins.
What if the agent disagrees with the feedback?
Listen, look at the example together and compare it with the scorecard. If they are right, say so and fix the score.
Should coaching be separate from performance reviews?
Yes. Coaching is frequent and forward-looking. Reviews summarize a longer period.
Skip the setup
The Agent Coaching Kit has word-for-word scripts, meeting templates and a tracker for coaching sessions and improvement plans.