Team Member Skills Audits

One of the easiest ways for Team Leaders to identify any skill deficiencies with their team members is to conduct a Skills Audit that covers all the call handling skills of your coachable call structure, as well as product, systems or admin skills they need to be top performers.

Team Leaders need to be coached to do this regularly because conducting skills audits is a great way to identify training and coaching priorities they need to implement to make sure their team have the skills they need to regularly hit their monthly targets and KPIs.

The other benefit of conducting regular skills audits is that it’s much easier to identify if there are any skills areas that a number of team members need help in, so you can decide whether you should provide individual or group training or coaching sessions.

When you create your Skills Audit form you want to break all the skills areas you’ll audit into different areas such as: Call Handling Skills, Product/Services, Systems and Administration.

In the Call Handling Skills section, be sure to set out each element of your Coachable Call Structure so you can audit each element individually.

(If you haven’t created a Coachable Call Structure you should have a look at one of my earlier articles that covers this - https://www.dhirubhai.net/pulse/coachable-call-structure-calling-line-marc-carriere/)

List all your team members in the left hand side column on your spreadsheet, then simply go along the row for each team member and either place a tick in the cell under the skills area if you’re comfortable that they are on top of or place an X in the row if you’re not.

And, if you place an X against any skill area be sure to add a note to the cell as a reminder of what you feel the problem is be that needs to be addressed.

It might only take a little feedback to get your team member back on track which you can do quickly, or you may need to have conduct some on-the-job coaching or have them attend some specialized training if it involves product knowledge or working with your systems or processes.

If a few of your team members need the same type of training or coaching you’ll be able to quickly see that and can decide how to handle that with either one-on-one or group coaching or training.

You should do a skills audit every quarter and include it in any reviews and feedback sessions you have with your team members, as well as, any performance reviews you have with your manager to discuss.

You want them to be aware you’re on top of your teams’ coaching needs and discuss any coaching or training plans to fill the gaps.

If you have any new team members come on board give them a month to settle in before conducting a skills audit, unless they’ve been moved over from another team, then be sure to get that last audit from their previous team leader.

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