Wish I had a dollar for every time I heard a Team Leader, Call Center Manager or someone from the C-Suite or even a CEO tell me that their Team Leaders just didn’t have the time to coach their staff.
Having run call centers and consulted with many companies mentoring and coaching their Call Center managers and team leaders all around the world for the past 35 years, and having owned a call center myself, you can imagine how many times I’ve heard that old chestnut!
The fact is having your Team Leaders make the time to regularly coach their team members will improve productivity, employee engagement, retention, employee development, and supervisor performance.
To support these claims, I’m going to share 5 major pay offs from the Leadership Research conducted by Dr. Jack Zenger and Dr. Joe Folkman that demonstrate the absolute necessity of having Team Leaders coach their team members every week.
For those of you who haven’t heard of these leadership thought leaders…
In 2003 Dr. Jack Zenger and Dr. Joseph Folkman created Zenger Folkman, which grew out of their ground-breaking research behind their best-selling book: The Extraordinary Leader: Turning Good Managers into Great Leaders.
Over the course of their years of research some of the many things they’ve found and share in their How Developing a Coaching Culture Pays Off whitepaper is…
"Employees would like to receive a good deal more coaching from their boss than they currently receive.
While they like being told pleasant and positive things, they also recognize that even greater value comes from periodically receiving corrective feedback regarding how they are accomplishing their work, or about things they could begin doing to make an even bigger contribution."
And, what is really important are the 5 Pay Offs in regularly coaching to important business outcomes they found.
The 1st Pay Off is Improved Productivity.
In their research they shows Coaching has a great impact on employee productivity or their willingness to go the extra mile.
When employees’ were asked to response to the question: Are you willing to go the extra mile?.
Their responses show that the least effective coaches have less than 15% of their direct reports respond positively to this question, while the top coaches have 3 times as many people responding positively.
The 2nd Pay Off is Greater Employee Engagement.
As you see in their graph, when employees are coached regularly they feel a greater level of engagement and commitment. And, it’s really remarkable how as effective coaching increases, so does the level of employee commitment.
The 3rd Pay Off is Improved Retention.
Leaders who are good coaches have fewer employees who think about quitting.
In this graph, more than 60% of employees reporting to a manager that is not a good coach are thinking about quitting, versus 22% reporting to the best coaches.
Now, that’s amazing isn’t it?
The 4th Pay Off is related to Employee Development.
When asked: Do you receive the needed coaching and feedback about your performance?.
The scores from this question are plotted against: I am given a real opportunity to improve my skills in the company.
As the research points out - employee development is clearly related to increased retention, employee commitment, and other important variables.
Besides that, developing employees is simply the right thing to do. After all, employees who are constantly developing are constantly adding new ways to build the bottom line of the organization.
The 5th Pay Offis that coaching impacts the overall opinions that employees have about their boss.
As this graph shows when the question: I receive the needed coaching and feedback about my performance… is plotted against: Overall I feel my immediate supervisor is doing a good job.
The data shows, the opinion that employees have about their boss takes on added importance, and the way to improve that perception is largely through good coaching.
It’s clear that the degree to which a Team Leader takes the time to coach employees makes a big difference in how their team members feel about him or her, and whether they think that they are doing a good job.
Like the old saying goes: You don’t quit your job—you quit your boss.
And, these 5 major pay offs just don’t apply to Team Leaders either…they also apply to Call Center Managers who regularly coach their Team Leaders to help them learn the skills they need to become amazing leaders.
About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.
About Marketing Tactics Pty Ltd:
I help people responsible for running Call Centers develop a proven, practical training program that creates amazing Team Leaders who coach, nurture and lead winning teams, through self-paced online courses and live training sessions.
Published: Thursday, May 6, 2021
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