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Hi all,
I have been given the responsibilty of setting the selection criteria for appointing call coaches. These coaches would be involved in coaching people on their performance with regard to their calls. This is basically a council call centre in London. Please let me know how I should evaluate the candidates, what should be the criteria, what kind of tests/ interview can I hold which would help me look out for the people with the right skills. That also brings me to the point about the skills that a person would need to become a coach. please also enlighten me on that.
I would be grateful if anyone has done work on the same/ has knowledge and can give me guidance.

Do list down the characteristics of an effective mentor/coach.
To name a few -
1. Emphathic
2. Does not blame - stays neutral.
3.Will give honest answers.
4.Not intimidating - easy to approach at any time.
5.Knows what they are talking about - good at own job.
6.Actively questions.
7.Enabling, caring, open and facilitative.
8.Gives constructive and positive feedback.
9.Provides subtle guidance, but ensures the mentee make any decisions.
10. Genuine concern for the mentee.
11.Willing to debate, argue, discuss.
12.Organised, patient and understanding.
13.Enthusiastically persuasive.
14.Down to earth and realistic.
15.Able to make you feel relaxed, by showing they understand your perspective.
Hope it helps.

Lets analyse this case vividly...

1) selection criteria for appointing call coaches

2) what kind of tests/ interview to be conducted

3) skills that a person would need to become a coach

With this, lets tackel one by one....

1) For every aspects that we deal with, there are thumb rules..below are the thumb rules for selection criteria

a) Lookout for experienced ppl who have 2 or 3+ year experience & should be a team leader in their x-profile

b) Call centre job comes in different flavours, some in finance, some in Technical....kindly select those who are having required background

c) Very good in speech(Verbal communication)

d) If the candidate likes to coach, then its cherry on top of Icecream.

2) For selection

a) Prefer GD, having a case say..."Knowlege is important or communication is important for councilling"...which would help you to judge the communication skills

b) Ofcourse a PI...where in you can throw in some solid case study like "What are the measures which you would take to increase performance of team mates, give a example"

c) Because the recruitment is for London based company, check for verbal aptititue...u can get the survey questions in any website..

3) Skills??? My priority is as below...

a) Verbal Communication - Accent

b) Knowledge of the subject

c) Team player

Vinod Vijapur

Hi Vid,

[b]Coach resposibilities

-To ensure that he / she embodies the “Values of the company” and drives implementation.

-Plan, schedule and direct CCCs in interpreting and implementing the operating objectives.

-Deliver productivity and ensure performance is in line with expectations.

-Ensure high team morale.

-Serve as an escalation point for CCCs in resolving member concerns.

-Maintain up-to-date knowledge of technical and / or business developments in the respective field


-Good written and oral communication skills.

-Experience in resolving employee issues.

-Ability to interact with multiple teams within the department.

-Ability to manage team dynamics.

-Good knowledge of MS Office.

-Willing to work 24/7.

Evaluation of candiates on communication skills like verbalizing thought, use of slang or jargons, use of fillers and non words, grammer , pronunciation and words stress, clarity of speech , rate of speech , tone , flency.

Typical questions that are put forth in a coach interview

-Graduation - verification

-Average team sized handled

-Current ctc / expected

-Total experience

-Earliest date of joining / notice period

-Organisation structure

-Team handling experience

-Exposure to CRM industry

-Targets and deployment of targets to his teams .

-Productivity parameters.

-Contribution to the work place.

-Future plans /career goals

-Team management skills like handling absentaeeism , motivation measures, training needs , challenges faces while working , identifying future leaders .

- Understanding the leadership role.

Hope this helps you .Do let me know .



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