Take control of your growth and improvement with a structured coaching plan!
A coaching plan helps you focus on specific areas for improvement, set clear goals, and track your progress over time. By following a structured approach, you can build new skills, improve performance on key inquiries, and get the support you need from your team. This process not only helps you reach your personal goals but also enhances customer interactions and overall success in your role.
If you haven’t completed the Your Agent Dashboard and Performance training yet, we recommend starting there for a solid foundation.
Getting Started with a Coaching Plan
To begin, navigate to the Inquiry Details page and click "Let’s Build a Coaching Plan". The coaching plan wizard will guide you through setting a goal and identifying the support needed to achieve it.
Select a Focus Metric
Choose the metric you want to improve for the inquiry.
OI will recommend a focus metric, but you can adjust it if needed.
Set a Target for Improvement
Select a target increase between 5-50%—starting with a small improvement (5-10%) is recommended.
OI will display the target score based on your chosen improvement.
Choose a Realistic Timeline
Set a goal completion date, typically between 2 weeks and 3 months.
You can select any future date based on what feels achievable.
Review Past Interactions (Highly Recommended)
Analyze recent interactions where performance was lower for the selected metric.
After reviewing, click "Continue" to reflect on actions that could drive improvement.
Identify Actions to Improve
Enter 1 to 3 specific actions you can take to enhance performance on the selected metric.
These should be steps you can personally implement.
Request Support
Choose 1 to 3 areas where you'd like help from a coach, team leader, or supervisor.
Select from a provided list or enter your own ideas.
Finalize Your Plan
Review the summary of your coaching plan.
Click "I commit to this plan!" to start tracking progress.
Tracking and Managing Your Coaching Plans
Staying on top of your coaching plan is key to making real progress. By tracking your goals and collaborating with your team lead, supervisor, or manager, you can gain valuable feedback, stay accountable, and make necessary adjustments along the way. Regular progress updates not only help you build confidence and refine your approach but also ensure you’re continuously improving in the areas that matter most—with the right support to help you succeed.
Access Your Coaching Plans: From the Home Page, click "View all coaching plans" (top right).
Monitor Progress: Click "View Details" to track progress at any time.
Daily Updates: Active coaching plans update daily, showing progress toward your goal. In the "Progress Over Time" example below, no new inquiries have been received for this inquiry type yet. As new inquiries come in, this section will automatically update.
Understanding Progress Metrics:
"Start" Value – Your average score for the selected inquiry over the past 3 months before the plan began.
"Now" Value – Your average score based on the 20 most recent interactions for the inquiry.
Marking Actions as Complete
Once you've completed an action toward your goal, you can mark it as done by clicking the checkbox within your coaching plan.
Private Notes
Keep private notes to track actions you want to take or key points to discuss with your manager. These notes are visible only to you.
By using coaching plans effectively, you can take structured steps toward improvement, track progress, and get the support you need to succeed!