Creating a fair coaching sample
Coaching based only on the best or worst call can distort a manager’s view of a rep’s work.
A practical approach
Choose examples from different days and outcomes, using approved observation or recording processes. Include routine work as well as exceptions. Tell the rep what the sample is intended to evaluate. Use the findings to identify patterns, and avoid making broad claims about performance from a single unusual interaction.
Put it into practice
- Sample across outcomes
- Include ordinary work
- Avoid conclusions from one case
General workflow guidance. Confirm current responsibilities, availability and terms with the appropriate team. This article is not a project-specific technical assessment or a promise of compensation.