Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This 2-day workshop is designed to give call center managers, supervisors and team leaders (coaches) the skills, confidence and practice to bring out the best in their employees and create a culture where employee involvement helps them compete and thrive in today's competitive markets. This is a hands-on approach to agent performance improvement to increase effectiveness now.

What will you learn?

Set the right objectives and focus on the things that matter most. Coach for peak performance. Understand the effects of different coaching styles and methods for coaching to improve performance. Encourage each member of your team to put his or her experience and knowledge to use to impact the bottom line! Stimulate employee growth, performance and development with empowering feedback solutions.

Key Learning Points

Understand the value systems that guide and drive behavior
Discover and adapt your leadership styles
Set attainable goals and expectations and give meaningful feedback
Enable your employees to take ownership of and partner in their own growth and development
Develop/update your Call Quality Coaching Checklist
Calibrate Call Quality Evaluation for your Leadership Team Members and Agents

Modules

The Impact of Coaching

Define and Understand the Terms Coaching and Calibration
Explore the Different Coaching Roles and the Impact of Personalities
Examine the Importance of Coaching

Assessing Call Quality

Determine the Elements of a Quality Call
Use Coaching Best Practices and the 3-Steps of Self Discovery
Develop Powerful Questioning Techniques
Develop/update your Call Quality Checklist

Coaching For Improved Performance

Discover Opportunities to Coach
Use the 5-Step Coaching Process

Calibrate Call Quality

Listen to and Calibrate Call Quality as a Leadership Team
Set Up a Plan to Implement the Training

Workshop Environment

This workshop is interactive and involves targeted exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.