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The Storytelling Coach: How Call Center Supervisor Storytellers Coach Agents to Improve Customer Service Delivery

| 5 min read

What Is Storytelling Coaching?

Supervisor storytelling coaching is a form of coaching that focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center agents. Storytelling is a powerful tool for effective communication, and it can be particularly valuable in call center supervisor and agent roles.

Quality assurance storytelling coaching is one of the most powerful ways for a call center supervisor to help improve an agent's customer service delivery. Storytelling is popular among all the coaching and training agent techniques used in call centers.

Supervisors all have strengths and weaknesses as storyteller coaches. However, with the right storytelling techniques and 1:1 coaching, a supervisor can become a captivating coach capable of weaving intrigue into any customer service story.

93% of customers using the call center touchpoint expects to be able to resolve their interaction on the first call. Customer expectations make it challenging because calls are much more complex, and the available desktop applications have not kept up with the increase in call complexity. Therefore, agents must make many judgments about resolving an inquiry or problem.

Because agent desktop applications cannot anticipate and or have the capability to help agents resolve every customer situation, agents must exercise good judgment. Therefore, it is essential to give agents confidence in their judgment for making decisions on the call to help clients resolve their inquiries or problem while also providing a great customer experience.

Providing storytelling training to call center supervisors can help them coach agents to make good judgment decisions for customer service delivery. Supervisor storytelling coaching for enabling agents to make good judgments for assisting customers in resolving their inquiries and problems and providing positive customer experience should include:

  • What customer situations should an agent use storytelling
  • How should agents tell stories to help customers remember critical points
  • Role-playing for storytelling for everyday situations that storytelling is applicable

How to Become an Effective Storyteller Coach?

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Storytelling Techniques: The coach may teach the supervisor different storytelling techniques, such as structuring a story, using vivid language, incorporating emotions, and delivering a clear message. These techniques help supervisors craft engaging narratives that resonate with their team members.

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Identifying Relevant Stories: The coach may help the supervisor identify and develop stories that are relevant to specific situations or organizational goals. These stories can be used to convey important messages, illustrate values, or motivate the team.

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Practicing Delivery: The coach may guide the supervisor in practicing the delivery of their stories, paying attention to tone, pacing, body language, and overall presence. This practice helps supervisors become more confident and effective storytellers.

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Adapting Stories: The coach may assist the supervisor in adapting their stories to different agents and contexts. This involves tailoring the narrative to the needs and interests of the listeners, ensuring maximum impact.

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Feedback and Refinement: Throughout the coaching process, the coach provides constructive feedback and helps the supervisor refine their storytelling skills. This feedback can include suggestions for improvement, highlighting strengths, and addressing any areas of weakness.

Supervisor storytelling coaching is beneficial for leaders who want to enhance their communication skills, build stronger connections with their agents, and inspire positive change. By mastering the art of storytelling, supervisors can create a more engaging and motivating work environment.

Other Storytelling Considerations

Understand the Importance of Storytelling: Familiarize yourself with the power of storytelling in communication. Understand how stories engage emotions, create connections, and enhance customer experience. Gather examples of successful storytelling in call center scenarios.

Master the Art of Storytelling: Develop your storytelling skills. Study different narrative techniques, such as character development, conflict resolution, and compelling plot creation. Practice telling stories that captivate and engage your audience.

Analyze Call Center Interactions: Observe and analyze call center interactions to identify areas where storytelling can be effectively utilized. Listen to recorded calls or conduct live monitoring sessions to understand the challenges faced by call center agents and how storytelling can address those challenges.

Design Training Programs: Create a comprehensive training program that enhances call center supervisors’ and agents' storytelling skills. The program should include modules on the importance of storytelling, essential storytelling techniques, and practical exercises for agents to apply storytelling in their calls.

Deliver Workshops and Training Sessions: Conduct workshops and training sessions for call center supervisors and agents. Present the concepts and techniques of storytelling, and provide examples of how storytelling can be incorporated into different customer interactions. Include interactive activities and role-plays to help agents practice storytelling in a simulated environment.

Provide 1:1 Coaching: Offer one-on-one coaching sessions with call center agents to address their specific needs and challenges. Provide feedback and guidance on their storytelling techniques, helping them refine their skills and adapt storytelling to their unique customer interactions.

Share Best Practices: Establish a platform for call center supervisors and agents to share their successful storytelling experiences. Encourage agents to share their stories and their positive impact on customer satisfaction. This creates a learning community where agents can inspire and support each other.

Monitor and Evaluate Progress: Continuously monitor the performance of call center agents after implementing storytelling techniques. Measure customer satisfaction, call resolution rates, and agent feedback to assess the effectiveness of the coaching program. Adjust the training approach as needed based on the feedback received.

Stay Updated: Keep up with industry trends and advancements in customer service and storytelling. Attend conferences, read books, and follow thought leaders to stay informed about the latest practices in storytelling and customer experience.

Foster Continuous Improvement: Encourage call center agents to embrace a growth mindset and seek opportunities to improve their storytelling skills. Provide ongoing support and guidance to help them refine their techniques and adapt to changing customer needs.

Following these steps, a supervisor can become a valuable storytelling coach for call center agents, helping them enhance their communication skills and create meaningful customer connections.