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Measuring Coaching Effectiveness

Posted On: June 10, 2015

“What performance indicators do you use to measure the effectiveness of your coaching?” 

This is a common question that clients ask while interviewing me and deciding to engage us for team coaching and other learning interventions. Three measurements that I have used with success are:  

Scores on 360 performance reviews: 
Some aspects of professional goals may have a score attached to them based on the 360 feedback or annual performance review. These scores are used to measure progress. 

For instance, an employee is awarded a score 2 on phone communication out of 4. We can investigate what specifically has to be done to improve that score before the next performance review. This investigation may include discussion with the client, the manager, the customer or review of client calls. The type of investigation will depend on the need of the employee. This employee must improve communication skills. Depending on the requirement, an extra fee is charged for the review of calls and e-mails outside of the regular sessions.

Scores on performance reviews can also be tied to KPIs (Key Performance Indicators) and/or OKRs (Objectives and Key Results).

 

Customer service satisfaction scales:
Some companies collect ratings from the customers on how their employees deliver different services or perform various tasks on the job. The process of using and improving the scores is similar to the score improvement process for the 360 reviews. 

How to track improvements within teams:

1. Time it takes for emails to get responded to
2. Time it takes to resolve escalations
3. Reductions in escalations
4. A fine-tuned approach to identify the severity of the issue, and who should handle it
5. Reduction/elimination of manager involvement in certain escalations

 

Ways to track improvements in customer service roles:

1. benchmark changes through tracking time it takes to resolve various types of requests (chat, voice, email support)
2. time to respond between interactions (especially in chat, email)
3. reductions in types and frequency of topics sent for escalation
4. any areas that can become or have become automated

 

Self-rating scales:
On the intake form, prospective clients rate their own communication skills. Based on those scales, the feedback of the manager, and customer input, we create relevant SMART goals. While the client learns new skills and applies them, relationships are improved, work is completed with more ease, new solutions are applied to problems, work is streamlined, and time is saved.

Throughout the coaching, self-rating scores improve as the clients and their manager recount particular scenarios where improvement has been seen. Sometimes, the clients who have mastered a particular technique, teach it to their staff or colleagues, so that the team can become more self-sufficient.

Through these processes, it has become easier to plan and achieve professional targets and business goals. Additionally, as the cross-cultural competency improves, workflow and efficiency naturally improve. This naturally leads to more productive and inspiring work relationships.

Author, Jennifer Kumar partnered to elevate offshore-onsite team effectiveness in global software teams. If you are looking for an intensive program for your team with 1:1 interaction and plenty of tailored feedback to aid in individual and team communication, check out our program Managing Client Expectations.  Contact her for more information today! 

Editor, Chris Sufi, is based in Bangalore.


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