| Call Center Coaching: Getting Results
1-day, hands-on training seminar, $995 For another seminar on this topic   |
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Course Overview
This Call Center training workshop is uniquely focused on performance challenges in call centers, including customer care, adherence to schedule, stress and motivation.
As a participant, you will clarify your role as a coach, practice delivering coaching, discuss ways to get the greatest long-term results out of your coaching efforts and learn how to deliver feedback in the most difficult of coaching situations.
Most best performing call center agents become coaches by default while assisting their peers. They eventually advance to be team leaders and supervisors with coaching as one of their many responsibilities. They accomplish this task without receiving any formal training on the fundamental principles of effective coaching. If this describes you, are you ready to go to the next level? If yes, then this training course is made for you.
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. While practicing and refining your coaching skills, you'll get immediate feedback from the instructor and your peers on how to improve your ability to coach agents to success.
You'll learn how to:
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Overcome common coaching challenges such as not enough time, a cookie cutter approach and coaching to the score
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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 agent styles
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Apply your coaching skills to the entire performance equation, including absenteeism, achieving metrics and employee engagement
- Determine your coaching return on investment
If you've already participated in our Monitoring and Coaching course, the Call Center Coaching workshop will supplement your introduction to the SAFE model with much more time to practice and explore the stickiest of coaching challenges.
Invest to enhance your coaching skills and witness the impact as customer satisfaction increases, employee turnover declines, and business results improve.
Who should attend?
This workshop has been designed for professionals who are responsible for
coaching or those who manage quality coaches in inbound or outbound call
centers and help desks.
Agenda
I. Let's Define Coaching
- What can coaching do
- Role of a coach
- Coaching return on investment
II. Common Coaching Challenges
III. Coaching Tools and Techniques
- A coaching process
- The SAFE coaching model
IV. Preparing to Coach
- The coach's preparation
- The agent's preparation
V. Difficult Coaching Situations
VI. Take a Holistic Approach to Coaching
- Skill and performance development
- Call center culture
- Attendance and adherence
- Agent buy-in
- Metrics
- Managing stress
- Career paths
Registration Fees and What's
Included
The per student registration fee for this seminar is $995 and includes the
seminar, course materials, refreshments, continental breakfast, and lunch.
Seminar materials include:
- A comprehensive course manual
- Glossary of call center terms
- Article reprints and studies
- A certificate of completion
Class begins at 9:00 a.m. and ends at 5:30 p.m. Dress is business casual.
To register, follow the "Book Now" Link or please call (708) 246-0320
Seminar Schedule
| Aug 21 | Washington, DC | Marriott Crystal
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| Nov 13 | Ponte Vedra, FL | Ponte Vedra Resort
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For another seminar on this topic,
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of 300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive course credit, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to
change.
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