THES.M.A.R.T. ACTION

PLAN

How to Make Your Coaching

Not Dumb

You will be able to:- Identify why an

action plan is important to your

coaching.

- Explain the parts of the S.M.A.R.T

Action Plan

- Recognize correct usage of the S.M.A.R.T.

Action Plan

Why do we coach?

S.M.A.R.T Action Plan

to the rescue!

The people you coach need the same kind of DIRECTIONS to follow!

The S.M.A.R.T. Plan

S - Specific M - MeasurableSomething that starts

with ‘A’ A - Attainable R - Relevant T – Time Bound

Why is it important that your coaching plan be “Specific”?

That’s what defines your ‘destination’.

Why is it important that your plan be

‘Measurable’?And what does that

even mean?Must be able to evaluate

progress or completion

Attainable?- Once attained they feel a great

sense of accomplishment

- If the goal is too difficult they may

not even try.

Relevant? Relevant to WHO?

Relevant to the business needs of

Teletech.

Time Bound

Let’s look at some samples…

Bob will decrease AHT by 30 seconds by the

end of the month

Bob will get his AHT down or else he’ll face disciplinary

action.

Sally will stop coming in late every day.

Sally will increase her reliability from 82% to 95% by the end of the

month.

Now you try some. Make a SMART Plan

for:Quality score MSAT

(CSAT)Active Listening Accuracy

Great Job! Now you can:- Explain why a

SMART plan is important.- Explain the parts of

the SMART plan.- Recognize correct usage of SMART in

coaching.