Side-by-Side Coaching
Side-by-side coaching is a real-time call-centre coaching method where a team leader or coach sits beside an agent during live interactions, observing both the conversation and the agent's screen, then coaching in the moment or immediately after.
It's hands-on and developmental. Because the coach can see the whole picture — what the customer says, how the agent responds, and how they navigate their systems — it's one of the richest ways to build specific skills.
It sits alongside double jacking (listening to the call audio via a headset splitter) and remote listening (monitoring remotely). Each has its place, but side-by-side is the most direct and the most supportive.
This guide explains what side-by-side coaching is, how to run a session step by step, the benefits, when to use it, and how to keep it developmental rather than surveillance.
What it is
A coach sits beside an agent during live calls, watching the conversation and the screen, then coaches in the moment or straight after.
Why it matters
It's hands-on and developmental — strong for onboarding, building specific skills and supporting agents through tricky call types.
What this guide covers
What side-by-side coaching is, a clear session structure, the benefits, when to use it versus other methods, and best practice.
What is Side-by-Side Coaching?
In plain English
Side-by-side coaching is when a coach physically sits next to an agent while they take live calls — watching the conversation unfold and seeing the agent's screen — so they can coach in the moment or debrief immediately afterwards. It's the most hands-on of the live coaching methods.
Because the coach sees both halves of the interaction — what's said and what's done on-screen — it gives a far richer view than audio alone. The coach can spot where an agent hesitates, fumbles a system, or misses a cue, and help right there. Done well, it's developmental and supportive, not a spot-check.
What it is
A planned, agreed and developmental session where the coach observes live calls beside the agent, then debriefs — ideally against a clear model like GROW.
What it isn't
It is not surveillance or a "gotcha". The agent knows it's happening, has agreed a focus, and the goal is to build skills — not to catch them out.
How Side-by-Side Coaching Works
The best side-by-side coaching follows a simple, repeatable flow. Searchers often want a "template" — here's the structure that keeps a session developmental.
Prepare & agree the focus
Before the session, agree with the agent what you'll focus on — a skill, a call type, a behaviour. Going in with a shared goal makes it developmental, not a surprise inspection.
Observe live
Sit beside the agent and watch real calls — the conversation and the screen. You see the whole interaction, including how they navigate systems, not just the audio.
Note, don't interrupt
Take notes on what you see against the agreed focus. Resist jumping in mid-call — let the agent own the interaction and save the feedback for the debrief.
Debrief with GROW
Straight after, work through the call together using GROW — Goal, Reality, Options, Will. Ask, don't tell, so the agent reaches their own insights.
Agree actions
Close with one or two specific, agreed actions. Capture them so you can follow up in the next one-on-one and track whether the skill has stuck.
A structured behavioural model like the STAR method can help you give feedback on specific moments — describing the Situation, Task, Action and Result rather than vague impressions.
Benefits of Side-by-Side Coaching
No other live method gives you quite as complete a view. That's what makes side-by-side coaching so effective for development.
You see the whole picture
Watching the screen as well as hearing the call reveals exactly where an agent struggles — a clunky system step, a missed prompt, a hesitation — that audio alone would hide.
Coaching in the moment
Feedback lands while the call is fresh. The agent can connect the advice directly to what just happened, which makes it far more likely to stick than a delayed review.
Great for onboarding
For new starters, sitting beside an experienced coach is reassuring and fast. They build confidence with support on hand for the tricky moments.
Builds the relationship
Done as a supportive, agreed activity, it strengthens trust between coach and agent — a direct contributor to employee experience and retention.
When to Use Side-by-Side Coaching
Side-by-side coaching is powerful, but it's also resource-heavy — one coach, one agent, in real time. It shines in specific situations, and other methods suit others.
Reach for side-by-side when…
You're onboarding a new starter, building a specific skill, or supporting an agent through a tricky call type. The screen view and in-the-moment support are exactly what's needed.
How you hear the call: double jacking
To hear the customer while sitting beside the agent, you share their headset line with a Y-splitter — that's double jacking. So it isn't a separate choice; it's the audio side of an in-person side-by-side session.
Side-by-side vs remote listening
Side-by-side is hands-on, visible and developmental — the agent knows you're there and you can debrief instantly. Remote listening monitors from a distance, which is lighter-touch and better for unobtrusive sampling, but loses the screen view and the immediate, supportive conversation. Pick the method that matches your goal — coach to develop, monitor to sample.
Best Practice & a Simple Session Structure
Side-by-side coaching only works when it feels developmental, not like being watched. A few principles — and a clear structure — keep it on the right side of that line.
Plan and agree it
Book it in, agree the focus, and tell the agent what to expect. A session that's planned and consented to feels like support; one that's sprung on someone feels like a spot-check.
Coach, don't grade
Keep it separate from quality assurance scoring. The point is to develop, not to mark — mixing the two makes agents defensive and shuts down honest conversation.
💡 A simple session structure: observe, note, debrief with GROW
Agree the focus, observe a few live calls without interrupting, note what you see against that focus, then debrief using GROW — Goal, Reality, Options, Will — to draw out the agent's own thinking.
Finish by agreeing one or two specific actions, and carry them into your next one-on-one so the coaching connects to ongoing development rather than ending when you stand up. For the full playbook, see ACXPA's premium Team Leader Coaching Guide.
💡 Make it developmental, not surveillance
Ask questions rather than dictate answers; focus on one or two things, not a long fault list; and notice what went well, not just what didn't. How coaching feels shapes the employee experience — and that shows up in engagement and retention.
⚠️ Don't let it become a "gotcha"
If side-by-side coaching is used to catch agents out — unannounced, focused only on faults, or tied to scoring — it breeds anxiety and defensiveness, and the value evaporates.
Keep it planned, agreed and forward-looking. Track patterns over time with tools like the call centre performance matrix, and use coaching to build skills — not to build a case against someone.
Frequently Asked Questions About Side-by-Side Coaching
What is side by side coaching in a call centre?
Side-by-side coaching is a real-time method where a team leader or coach sits beside an agent during live interactions, observing both the conversation and the agent's screen. They then coach in the moment or debrief immediately afterwards. Because the coach sees the whole picture — what's said and what's done on-screen — it's one of the richest, most hands-on ways to build specific skills and support agents.
How do you run a side-by-side coaching session?
Use a simple structure: prepare and agree the focus, observe a few live calls without interrupting, note what you see against that focus, then debrief using the GROW model — Goal, Reality, Options, Will. Finish by agreeing one or two specific actions and follow them up in the next one-on-one. Keeping the structure consistent makes the session developmental rather than a spot-check.
What's the difference between side by side coaching and double jacking?
They're not really alternatives — double jacking is usually how side-by-side coaching is done. To hear the customer's side of a live call while sitting beside an agent, the coach shares the agent's headset line with a Y-splitter; that's double jacking. So side-by-side coaching is the broader activity — sitting with the agent, watching their screen and coaching — and double jacking is the technique that supplies the call audio. The real alternative to both is remote listening, where you monitor calls from elsewhere through the platform.
When should you use side-by-side coaching?
It's most effective when onboarding new starters, building a specific skill, or supporting an agent through a tricky call type — situations where seeing the screen and coaching in the moment really help. Because it's resource-heavy, one coach with one agent in real time, it's less suited to broad, unobtrusive sampling. For that, remote listening fits better.
How often should you do side-by-side coaching?
There's no fixed rule — it depends on the agent and the goal. New starters often benefit from frequent sessions early on, tapering as they gain confidence. For established agents, a regular but lighter cadence works well, tied to specific development goals and followed up in one-on-ones. The key is consistency and purpose rather than a set number; coach when there's a clear skill to build.
How do you make side-by-side coaching developmental rather than surveillance?
Plan it and agree the focus in advance so it's never a surprise, ask questions rather than dictate answers, and notice what went well alongside what could improve. Keep it separate from quality assurance scoring, focus on one or two things rather than a long fault list, and carry agreed actions into the next one-on-one. When coaching feels supportive and forward-looking, it builds trust and strengthens the employee experience.
Where to Next
Summary: Side-by-Side Coaching
Side-by-side coaching is a real-time method where a coach sits beside an agent during live calls, watching both the conversation and the screen, then coaches in the moment or immediately after.
It's the most hands-on of the live coaching methods — stronger than audio alone because the coach sees how the agent navigates systems as well as how they talk. That makes it excellent for onboarding, building specific skills and supporting agents through tricky call types.
Run it with a clear structure: prepare and agree the focus, observe live without interrupting, note what you see, debrief with GROW, and agree actions to carry into the next one-on-one.
Above all, keep it planned, agreed and developmental — not surveillance. Compare it with double jacking and remote listening, keep it separate from quality assurance scoring, and use it to develop people, not to catch them out.
