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.

Constant change and the resulting stress that people feel means different things to different people. Situations of change that one person might find stressful another may find challenging.
The goal of this workshop is to help call center leaders to understand why change feels uncomfortable, often scary for both themselves and the teams they lead. Help your agents learn how to conquer stress by looking at how they “react” to stressful situations and altering their “reactions” with usable exercises. Learn to become change leaders and to “coach” for change.

Key Learning Points

Understand the value systems that guide and drive behavior
Discover why change occurs and how to become a leader of change
Recognize the symptoms of stress
Uncover coping strategies that are personalized for the individual agent
Learn the types of resistance during change and develop strategies to “let go” of resistance to achieve success

Modules

Understanding the Change Process

Identify the Types of Changes That Occur Regularly in Call Center
Understand the Importance of Change in Business Competitiveness
Explore the New Language of Change

Identifying Stresses

Learn What Stress is and What Stress isn’t
Establish a Stress “Comfort Zone”
Identify positive and negative stresses
Uncover symptoms and behaviors

Breaking Through the Fear Cycle

Uncover why Change Causes Fear
Build an “Open to Change” Culture
Develop a Plan to Tackle Fears That Relate to Experiencing Change

Coping With Stress

Complete a Relaxation Assessment
Develop a “Coping With Stress” Action Plan
Plan Activities to Relieve Stress

Becoming a Change Leader Within Your Team

Recognize Your Personal Change Behaviors
Uncover Skills That Bring Success to Change Experiences
Practice Behaviors of Successful Leaders of Change
Develop a Change Leader Action Plan
Coach for Change Readiness

Workshop Environment

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