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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

A Mentor in the Call Center

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Chances are you already have coaching and training personnel in place, and procedures that are followed for new hires. But why stop there?

Support and encouragement can be just as important as proper training. Unfortunately, coaches and managers don’t always have time to provide this personalized attention to every agent, particularly in larger contact centers. 

If this scenario sounds familiar, you might want to consider adding a mentoring program. A mentor doesn’t have to be a trainer; in a contact center the system works best with experienced agents in that role. It requires some extra work on their part, for which they can be compensated with preferred shifts or other perks. 

If you can recruit enough agents to start mentoring, define the goals and limitations of the program. Should regular meetings between mentor and agent be scheduled? How often? Do you want the mentor to serve primarily as a support system, or a trainer as well? 

Because these meetings are agent-to-agent, without a manager or trainer present, they should be more informal. New agents are more likely to speak their mind to someone performing the same job, and that doesn’t have the authority to discipline or fire them. This is only possible if a trust and mutual respect develops, and with the right mentors this will happen naturally over time. 

Mentors often become friends with the agents they mentor, and this is something to be encouraged. Agents with mentors are likely to stay with their employers longer. In an industry with such high turnover numbers, that is not to be taken lightly. 


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