Developing Your Representatives,                 Improving Your Customer's Experience

Coaching & Training:
Sage provides coaching and training for both agents and supervisors. Companies utilizing Sage Advantage’s quality monitoring can engage our expertise to provide coaching for both agents and supervisors, thus improving their service quality as well as your customers’ experience.

Coaching for Agents/Representatives:
Coaches provide constructive feedback, addressing areas for improvement while
establishing a clear path for meeting goals and objectives.

Benefits of Sage coaching and training include:

Skill Development:
Through coaching, employees develop skills that enable them to continue
providing and fostering quality service.

Focus on Improvement:
Coaches help employees improve by developing techniques addressing specific areas for improvement and building upon their strengths.

Increasing Sales:
Develop sales techniques such as up-selling and cross-selling while maintaining
a positive customer experience.

Customer Retention: Further develop issue identification skills, utilizing available
retention tools and providing workable options and alternatives to customers.

Coaching for Supervisors:

Focused on Improving Group Performance: 
For large or multi-center operations, Sage offers regularly scheduled reviews of group
quality performance. This allows supervisors to develop their own coaching skills
as well as learn to identify and proactively address trends in service quality.

Review of Group Performance:
A Quality Manager reviews agent performance with supervisors and provides direction
for areas for improvement as well as identifying high performers.

Recommendations: Through analysis, the Quality Manager provides courses of
action to help improve service for specific individuals as well as the group.

Skills Development: Further develop coaching skills and learn to identify and
proactively address trends in service quality.