Call Center Coaching: A Practical Approach to Getting Results

Learn how to deliver feedback in the most difficult of coaching situations!

Uniquely focused on performance challenges in call centers, including customer care, adherence to schedule, stress and motivation.

Most call center coaches began as great agents. It seemed natural for them to help out their peers and they eventually advanced to a supervisory or coaching role. However, they never received formal training on the fundamental principles of effective coaching. Does this describe you? Have you been winging it for years – with pretty good results – but are ready to go to the next level?

Whether you have a well-defined quality assurance program or have just begun to implement a performance improvement culture, you will benefit from the chance to learn a coaching process that was built for the specific challenges of call centers.

Practice makes perfect! As you practice your coaching skills, you'll get immediate feedback from the instructor and your peers on how to improve your ability to coach reps to success.

Price:
$945.00

You'll learn how to:

• Overcome common coaching challenges such as not enough time, a cookie cutter approach and coaching to the score
• Navigate through some of the most difficult coaching situations, such as disagreement, resisting change and lack of motivation
• Use the SAFE coaching model to stay focused on results
• Reinforce desirable behaviors through praise

You'll also improve your skills as you:

• Create focused questions that promote critical thinking
• Adapt your coaching style to individual rep styles
• Apply your coaching skills to the entire performance equation, including absenteeism, achieving metrics and employee engagement
• Determine your coaching return on investment

Seminar materials:

• A comprehensive course manual
• Glossary of call center terms
• Article reprints and studies
• A certificate of completion

Who should attend?

This workshop has been designed for those who do the coaching or those who manage quality coaches in call centers, contact centers, sales centers and help desks. You will clarify your role as a coach, practice delivering coaching and discuss ways to get the greatest long-term results out of your coaching efforts.

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Price:
$945.00

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