The coaching methodology that improves how your frontline staff talk to customers
A structured framework for coaching in contact centres — used by banks, charities, and BPOs across Ireland and the UK. Free to explore. No login required.
Only 2 hours per person per month — one hour individual, one hour group.
The Call Framework Loop — explore interactively
The 3 Hidden Challenges in Call Centre Coaching
What is the right thing to coach this person on?
How do I prepare to have that conversation?
How does the coachee document their actions — anywhere, anytime — in a way that can be assessed and actioned?
FirstLineCoach addresses all three. Browse publicly available coaching plans free →
A coaching methodology, not just another platform
Most coaching tools score calls and tell you what's wrong. We give coaches a framework for helping people see it for themselves.
The Call Framework Loop
A diagnostic tool that helps coaches and coachees identify where in a conversation the breakdown happened — without scoring or judgement.
Explore the loop →Coaching Plan Library
A selection of our coaching plans covering common customer service scenarios — from frontline staff who rush calls to handling angry customers. Browsable and searchable, free. Our full library covers many more scenarios across sales, collections, and face-to-face.
Browse plans →Search by Scenario
Describe what you're seeing with a coachee in plain language. The tool finds relevant coaching plans without AI — fast, private, deterministic.
Try the search →Proven in practice
For BPOs and contact centres
Coaching consistency across sites
The same methodology, the same plans, the same language — whether your coaches are in Dublin, Romania, or working from home.
Knowledge that doesn't walk out the door
When a good coach leaves, their insights are captured in your organisation's plan library — not lost.
EU AI Act ready
From August 2026, AI used in employment coaching is high-risk under EU law. Our architecture is designed to comply from day one.
Try the coaching plans now
No login. No signup. Search by scenario, browse our publicly available coaching plans, explore the loop diagram. When you're ready to access our full library and capture your own organisation's coaching knowledge — that's when we talk.