CSR Coaching Feedback Template

Coaching Session Information

Agent Name *

Coach/Manager Name *

Coaching Date *

Call Reviewed Date

Dealership

Overall Performance Rating

Call Quality Score (0-100)

Call Disposition

Call Duration (minutes)

Highlight what the agent did well. Recognition is crucial for motivation and reinforcement.

Identify areas where the agent can improve. Be specific and constructive.

Address any serious concerns or policy violations that need immediate attention.

Communication & Clarity

Rating:

Customer Service & Empathy

Rating:

Process & Procedures

Rating:

Problem Solving & Efficiency

Rating:

Create SMART goals and specific action items for the next 30 days.

Primary Development Goal

Follow-up Meeting Date

Resources & Training Needed

I acknowledge that I have reviewed this coaching feedback with my manager and understand the expectations and action items outlined above.

Agent signature and date required for documentation