How to Conduct Coaching Session Effectively in 2024?

You may be a great coach with infectious enthusiasm. But how do you ensure that you and your agents make the most out of your coaching sessions? Explore the article to find out how.

Coaching Session

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“Coaching is unlocking a person’s potential to maximize their growth.” – John Whitmore.

Everyone needs a coach. It doesn’t matter whether it’s a sportsperson, student, business owner or employee.

We all need people who will help bring out the best of us. 

A coach has the experience and skills to help business agents build skill

But there’s a catch!

As a coach, you must be able to conduct an effective coaching session with your agent. 

Since each agent has its own challenges and objectives, continuously improving your coaching techniques and question-asking ability is essential.

But the question is – how can you do that?

Well, don’t fret!

  • In this article

    We’ll discuss what a coaching session is, how to structure it, and pro coaching tips to help your agent make the most of it.

    We’ll also share some key questions you can ask for a successful coaching session and the most effective coaching session templates. 


A. What is a coaching session?

A coaching session is a one-on-one meeting between a coach and a agent (a business owner, manager, or agent).

The purpose of this meeting is to help your call center agent achieve their desired goals. 

These goals can relate to finding new opportunities, creating a business strategy, achieving long—and short-term objectives, or discussing agent performance. 

As a coach, you’ll provide agents with guidance, support, strategies, and AI sales tools to help them solve challenges, develop new skills, and achieve personal and professional growth. 

In these sessions, you actively listen, ask probing questions, offer feedback, and hold agent accountable for their actions and progress. 

Upload a call - Coaching Session

B. How do you structure a coaching session?

By following these steps in detail, you can structure a coaching session that fosters meaningful dialogue, promotes personal and professional growth, and empowers your agent to achieve their goals effectively.

1. Build rapport

Start by creating a comfortable atmosphere where the agent feels at ease.

This could involve brief exercises like deep breathing or meditation to help them focus. 

It’s about establishing a connection and making them feel heard and understood, paving the way for effective communication.

For instance, ask the agent about their day or share a relevant anecdote to break the ice, build rapport. and be empathetic.

Build rapport - Enthu.AI

2. Check accountability 

Review the agent’s progress since the last session.

Ask about any action they’ve taken towards their goals and what challenges they’ve encountered. 

This fosters accountability, allows you to assess the effectiveness of previous strategies, and opens up a dialogue for feedback.

For example, you could inquire about specific tasks they were supposed to complete and how they found the experience, offering support or adjustments as needed.

3. Set clear goals

Collaboratively identify the focus for the current session based on the agent’s needs and aspirations.

Clarify what the agent hopes to achieve and why it’s important to them. 

This step sets the direction for the session and provides a roadmap for future progress.

Suppose a agent wants to improve time management skills.

You would explore their specific challenges and desired outcomes, such as reducing AHT or enhancing CSAT

Set clear goals - Enthu.AI

4. Provide coaching 

Dive into a meaningful discussion to explore the agent’s challenges, perspectives, and potential solutions related to sales training software.

Ask open-ended questions to encourage reflection and insight, guiding them towards actionable steps and close more sales

This phase is about empowering the agent to discover their own path forward.

For example, you might ask, “What strategies have you tried in the past to manage your time? What worked well, and what didn’t?”

Provide coaching - Enthu.AI

5. Develop action plans

Develop a concrete action plan with the agent, outlining specific steps they will take to move closer to their goals.

Set clear objectives, timelines, and methods of accountability to ensure progress. 

This step empowers the agent with a coaching session structure framework for implementation.

Let’s say the action plan includes setting daily priorities, using time-blocking techniques, and tracking progress with a productivity app.

6. Seek feedback

Seek feedback - Enthu.AI

Conclude the session by reflecting on key insights and takeaways based on QA sscorecard.

Invite feedback from the agent on their experience and any adjustments they’d like to make. 

This feedback sessions ensures alignment and continuous improvement, setting the stage for future sessions.

  • You might ask the client

    What are your main learnings from today’s session? “How do you feel about the action plan we’ve outlined?”

    This encourages active participation and reinforces commitment to the coaching process.

C. Pro tips to make your coaching session effective

Coaching session tips

By incorporating these detailed strategies into your coaching sessions, you can create a more effective and fulfilling experience for both you and your agents, ultimately driving greater success in achieving their goals.

1. Know your agents 

Understanding your agents goes beyond just knowing their names and goals. It involves building a relationship where they feel heard and understood. 

Take the time to learn about their background, their current skill level, and what they hope to achieve through the coaching center.

This understanding helps you tailor your approach to meet their specific needs, ensuring that your sessions are relevant and impactful.

2. Set clear goals

Setting clear and specific goals is crucial for guiding the direction of your coaching sessions. 

By using frameworks like SMART, EXACT, or GROW, you ensure that your goals are not only achievable but also meaningful to your agents .

Clear goals provide a roadmap for the session, keeping both you and your agents focused and motivated.

3. Prepare thoroughly

Preparation is key to delivering effective coaching tips.

Before each session, take the time to gather relevant agent scorecard

Reach out to your agents to discuss session topics and gather any necessary documents or data. 

This preparation ensures that you can hit the ground running during the session, maximizing the time you have with your agents.

4. Track progress

Analyse and  track of your agent’s performance between sessions allows you to provide more personalized support and feedback. 

Whether you choose to track progress manually or with the help of software, monitoring how your agents are doing helps you identify areas where they may need additional assistance or encouragement. 

This proactive approach enhances the effectiveness of your coaching sessions and strengthens your relationship with your agents.

agent coaching - Enthu.ai


5. Create a positive atmosphere

The environment in which coaching sessions take place can have a significant impact on their effectiveness. 

A professional atmosphere helps set the tone for productive discussions and fosters a sense of trust and comfort between you and your agents.

Aim for a quiet and distraction-free space where both you and your agents can focus fully on the session. 

6. Adapt your coaching method

Recognize that each agent is unique and may respond differently to various sales coaching approaches.

Flexibility in your coaching style and call monitoring forms allows you to meet your agents where they are and provide the support they need most. 

Whether you offer direct guidance or take a more hands-off approach, adapt your methods to best serve your agents goals and preferences.

7. Provide constructive feedback

Agent Feedback is essential for helping the team learn and grow.

When offering feedback, focus on observations rather than judgments, and use “I” statements to maintain a positive and supportive tone. 

Constructive feedback encourages self-reflection and empowers agents to take ownership of their progress, ultimately leading to more tremendous success in achieving their goals.

8. Develop a contingency plan

Despite careful planning, unexpected challenges can arise during coaching sessions.

Having a contingency coaching plan in place helps you navigate these situations smoothly and minimize disruptions to the session. 

Consider potential issues like illness or technical difficulties and develop strategies to address them proactively, ensuring that your sessions stay on track and your agents receive the support they need.

9. Capture key points

Taking notes during coaching sessions allows you to document important insights and action points for future reference. 

Whether you prefer to jot down keywords, record action items, or use visual aids, capturing key points helps you stay organized and prepared for future sessions. 

Additionally, encouraging agents to reflect on their progress through post-session activities can deepen their learning and reinforce key concepts.

10. End on a positive note

It is pivotal to conclude coaching sessions by acknowledging your agents efforts and celebrating their progress while also leveraging conversation analytics.

This reinforcement bolsters their confidence and motivation.

Ending on a positive note cultivates optimism and anticipation for forthcoming sessions, nurturing a robust and supportive coaching rapport.

D. 15 questions for leading a great coaching session

  1. What specific goals or outcomes would you like to achieve during today’s session?
  2. Can you provide an update on your progress since our last session?
  3. What challenges or obstacles have you encountered since our last session?
  4. How have you been applying the strategies or techniques we discussed previously?
  5. What successes or achievements have you experienced recently?
  6. Is there a specific area of focus or exploration you desire for today’s session?
  7. What inherent capabilities or assets do you possess to surmount your present obstacles?
  8. What assistance or direction do you seek from me to facilitate your advancement?
  9. Can you detect any recurrent motifs or trends within your cogitations, emotions, or conduct that could impact your advancement?
  10. What is your conception of the optimal result for this circumstance or hurdle?
  11. What measures or deeds do you reckon are requisite to realize your coveted outcome?
  12. Do you recognize any convictions or presumptions that might be impeding your progress?
  13. How can you amalgamate insights gleaned from past encounters into your existing scenario?
  14. What additional resources or support systems can you tap into to support your progress?
  15. How will you know when you’ve successfully addressed this challenge or achieved your goal?

E. Coaching session template

Now that you understand why each part of a coaching session matters, you’re ready to apply it. Here is a simple and free template that you can print out and use right away.

  • Warm up: Ask agents what’s on their minds.
  • Goal setting: Ask agents what they want to achieve?
  • Core of coaching session: Provide agents techniques and strategies to solve challenges and achieve goals
  • Commitments: Discuss concrete steps your agent can take to achieve their goals. 
  • Reflection: Schedule time for yourself after getting done with each coaching session. 
  • Notes: Summarize in your notes what you and your agent discussed. 

Coaching session - Enthu.AI


Running a coaching session is indeed about asking the right questions and creating a space for your agents to express themselves.

By incorporating the tips and templates provided, you can effectively guide your agents toward their goals and enhance their coaching experience. 

Remember to adapt and evolve your coaching style over time, always striving to better support your agents in their journey of growth and development.

With these simple yet powerful strategies, you can make a meaningful impact on the lives of those you coach.


  • 1. What are the 5 basic elements of a coaching session?

    The five basic elements of a coaching session are rapport-building, goal-setting, exploration and discussion, action planning, and accountability. These elements provide a framework for productive and impactful coaching interactions.

  • 2. How to effectively conduct one-on-one coaching sessions?

    To effectively conduct one-on-one coaching sessions, focus on active listening, asking powerful questions, providing constructive feedback, and fostering accountability. Tailor your approach to meet the unique needs and goals of each client, creating a supportive and empowering environment for their growth.

  • How to structure a coaching session?

    Structuring a coaching session involves starting with rapport-building activities, reviewing progress since the last session, setting clear goals for the session, engaging in meaningful exploration and discussion, developing actionable steps, and closing with reflection and accountability. This structured approach ensures a focused and productive exchange between coach and client, maximizing the impact of the coaching session.

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About the Author

Tushar Jain

Tushar Jain is the co-founder and CEO at Enthu.AI. Tushar brings more than 15 years of leadership experience across contact center & sales function, including 5 years of experience building contact center specific SaaS solutions.

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