Contact Centre Coaching PRO Course
Too many team leaders step into coaching without the structure, skills, or confidence they need — and the result is inconsistent performance, disengaged staff, and higher turnover.
The Contact Centre Coaching PRO course gives leaders a proven blueprint to run high-impact coaching conversations that actually change behaviour. Across three interactive modules, participants build the strategies, confidence, and tools to coach in a way that drives measurable improvement in staff performance and customer outcomes.
What makes this course unique is its alignment with the ACXPA Contact Centre Quality Standards — the national benchmark for best-practice soft skills — and the insights gained from the Australian Call Centre Rankings. This ensures everything taught is grounded in real-world coaching behaviours proven to lift results at scale.
From reactive coaching to repeatable results
The Contact Centre Coaching PRO course is a premium 9-hour program for team leaders, coaches and emerging leaders who need a practical, proven approach to coaching frontline staff for performance and confidence.
Built on real contact centre practice and aligned with the ACXPA Contact Centre Quality Standards, this course gives leaders the structure, language and tools to run high-quality coaching that lifts customer outcomes and team engagement.
Delivery options include 3 × 3-hour live online sessions or a 1-day onsite workshop for intact teams.
Convenient scheduling
Three focused sessions across nine hours, or a one-day onsite option to minimise disruption.
Leadership-focused
Purpose-built for leaders who give feedback, coach one-to-ones and drive frontline improvement.
Premium coaching methods
Strengths-based techniques, practical frameworks and conversation guides you can use the same day.
Interactive and applied
Real scenarios, coaching simulations and targeted practice build confidence and consistency.
Expert-led
Designed and facilitated live by Simon Blair, a leading contact centre coaching authority.
Measurable impact
Aligns with behaviours assessed in rankings and QA programs to lift quality and performance.
Why this course works
- Universal application Designed for contact centres of any size and industry.
- Quality + quantity Improves CX and team engagement while lifting efficiency and KPI results.
- Leadership development Turns team leaders into confident, effective coaches.
- Employee retention Builds a coaching culture that reduces turnover and strengthens loyalty.
- Expert insights Draws on Simon’s extensive, hands-on coaching and benchmarking experience.
- Cultural impact Lays the groundwork for long-term operational excellence and stronger team culture.
Ready to move from reactive (or non-existent) coaching to proactive, transformative leadership? The Contact Centre Coaching PRO course is your blueprint for lasting excellence.
Course Suitability
The Contact Centre Coaching PRO course is designed for new and existing Team Leaders and for Contact Centre Managers of smaller teams who directly coach their people and want a practical, repeatable approach to lifting performance and conversation quality.
If you’re moving beyond ad-hoc feedback and need a structured coaching method that actually sticks, this program gives you the frameworks, language and tools to run confident one-to-ones, strengthen accountability and improve results across your team.
Best suited to leaders who:
- 👥 Lead frontline teams and run regular one-to-ones or huddles.
- 🎯 Own performance outcomes for quality, sales or service metrics.
- 🧩 Coach mixed-experience teams and need adaptable, strengths-based methods.
- 🗣️ Deliver feedback and want clearer structure for coaching conversations.
- 📊 Drive standards aligned to QA frameworks and ranking behaviours.
- 🧭 Are new to leadership and need confidence plus practical conversation guides.
- 🏁 Manage small centres where managers coach directly as part of day-to-day ops.
9 Hours of Expert Training Delivered Over 3 × 3-Hour Sessions
The Contact Centre Coaching PRO course delivers 9 hours of expert-led training, structured across three sessions. The spaced learning approach minimises operational disruption and gives leaders time to apply new skills between sessions, so the behaviours actually stick.
Content is aligned with the ACXPA Contact Centre Quality Standards and the behaviours commonly assessed in QA and ranking programs. You don’t need to be using these standards to benefit — the methods and conversation guides stand on their own. That said, coaching to a clear standard consistently delivers faster uplift, tighter alignment and more reliable results.
Foundations of Effective Coaching
What Makes a Great Coach?
Explore coaching types and the essential requirements for effective coaching, drawing on insights from high-performing business and sports coaches.
Customer Experience Coaching
Understand the coach’s role in helping staff achieve call-handling behaviours that drive premium customer experiences at critical moments of truth. We reference the ACXPA core competencies as a proven framework, while providing templates you can apply in any environment.
Better Coaching Conversations
Learn, demonstrate and practise the five coaching competencies to uncover strengths and leverage them to improve specific behaviours and outcomes.
Application and Handling the Hard Stuff
Coaching Simulations
Apply the five methods through realistic simulations reflecting varied staff types, performance levels and attitudes. Build fluency and confidence with targeted practice.
Difficult Coaching Conversations
Tackle challenging scenarios, including negative attitudes, closed-mindedness and low accountability. Practise clear, fair and firm coaching that moves people forward.
Consolidation, Assessment and Next Steps
Coach the Coach
Personalised coaching with each participant to demonstrate how to effectively apply methods across different team members and situations.
Bringing It All Together
Close remaining gaps via targeted demonstrations and group practice. Includes rapid-fire learning checks and an online assessment to confirm competency and reinforce critical skills.
All participants receive a Certificate of Achievement and, more importantly, the confidence and toolkit to run consistent, high-quality coaching that improves results.
👀 Not quite the right fit? Explore more training options tailored for leaders at different levels:
Designed for online delivery — interactive, flexible and proven to work
The Contact Centre Coaching PRO course is purpose-built for live virtual delivery. Leaders learn through real discussion, simulations and guided practice, not passive slide-reading. The format keeps energy high and makes it easy for managers to apply skills between sessions.
- ✔️ High engagement with facilitated discussion, coaching simulations and targeted feedback.
- ✔️ Low disruption via three 3-hour modules that fit around operations.
- ✔️ Better retention thanks to spaced learning and between-session practice tasks.
- ✔️ Multi-site friendly for leaders joining from office, home or different locations.
- ✔️ Cost-effective with no travel, room hire or lost time wrangling rosters.
Sessions are delivered live online with strong facilitation. Leaders leave with practical tools and a repeatable coaching method they can use immediately in one-to-ones and call monitoring debriefs.
Prefer in-person delivery? This program is also available as a 1-day onsite private workshop for intact teams. See private vs public training options below for availability and minimum numbers.
Public or Private Delivery — choose what works for your leaders
The Contact Centre Coaching PRO course runs live online for public intakes and is also available as a private program online or onsite. Either way, you get the same expert-led, high-participation experience. Choose a format based on your team size, scheduling flexibility and the level of customisation you want.
Public Courses
Best for individuals or small groups. Learn live online alongside leaders from other organisations and industries.
- ✔️ Fixed dates with easy online booking
- ✔️ Live, expert-led with breakout activities
- ✔️ Join from anywhere
Private Training
Best for intact teams. Content customised with your examples, role-plays and coaching priorities.
- ✔️ Choose your own dates and times
- ✔️ Customised scenarios & materials
- ✔️ Delivered online or onsite
Feature | 🎓 Public Course | 🏢 Private Course |
---|---|---|
Who attends | Individual leaders or small groups from any organisation | Your leaders only |
Learning environment | Cross-industry cohort, fresh perspectives and shared challenges | Focused discussion tailored to your context and examples |
Schedule | Fixed dates and times | You choose the date, time and format |
Session format | 3 × 3-hour live online | Online (3 × 3-hr) or Onsite (1 × 8-hr full day) |
Content | Standardised core curriculum | Custom scenarios, role plays and internal examples |
Delivery | Live online via video conferencing | Live online or onsite at your premises |
Cost | $798 per person ex GST | Team pricing; typically more cost-effective for 4+ participants |
Best for | Upskilling individual leaders or onboarding quickly | Driving consistency, embedding standards and team practice |
Minimum numbers | No minimum — book 1 or more seats | Minimum of 4 participants |
View upcoming public courses › | Learn more about private training › |
About Your Trainer
The Contact Centre Coaching PRO course is led by Simon Blair, one of Australia’s foremost authorities on coaching and conversation quality in contact centres.
Simon is the co-author of the ACXPA Contact Centre Quality Standards and the General Manager of Benchmarking Services at ACXPA, where he helps organisations measure and lift frontline performance. He also leads the Australian Call Centre Rankings, the industry’s benchmark for conversation quality. Over decades of coaching, he has trained thousands of leaders and agents to deliver stronger conversations, improved outcomes, and higher engagement.
Away from training rooms, Simon is a father of four, a music lover, and a self-described “cool nerd” who splits time between footy ovals, guitar gigs, and the occasional game of Dungeons & Dragons.
Your Team Leader Advantage with ACXPA
Building coaching capability takes more than a single training course. Team leaders need ongoing access to the tools, resources, and best practices that drive performance — plus the insights and thought leadership shaping today’s contact centres.
That’s exactly what an ACXPA membership delivers, giving team leaders a one-stop hub for proven frameworks, expert guidance, and a community of peers who’ve faced the same challenges.
Tap into standards, tools and community built by the people behind Australia’s Contact Centre Quality Standards and the Australian Call Centre Rankings — so your team leaders coach with confidence and lift results consistently.
Members save 25% on all CX Skills courses!
- Member pricing 25% off all CX Skills courses (yes, including Team Leader programs).
- WFM Hub access Erlang staffing simulators, service level models, shrinkage calculators, interval planners and more.
- Downloadable templates Practical Excel tools and calculators for turnover, attrition and employee replacement costs, plus call centre acronyms.
- Private member groups Connect with other team leaders, managers, WFM practitioners and more to compare approaches and share solutions.
- Monthly roundtables Live expert sessions on contact centre management, WFM, performance and CX challenges.
- Self-paced learning 15 included micro-courses, with discounted access to 300+ additional programs across CX, leadership and service.
- Resource library Benchmarking data, videos and best-practice guides to support continuous improvement.
- Industry & knowledge quizzes Fun, interactive quizzes to test knowledge, reinforce learning, and keep your team sharp.
What Participants Say About Our Training
Our contact centre training programs consistently earn outstanding feedback for their practical content, expert facilitation, and immediate impact back on the job.
From team leaders to frontline agents, participants across a wide range of industries have reported greater confidence, stronger coaching skills, and better customer outcomes as a direct result of our courses.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The Contact Centre Coaching PRO course is $798 per person (ex GST) for nine hours of interactive, expert-led training, delivered across 3 × 3-hour live online sessions.
Designed specifically for team leaders, coaches, and emerging managers, this program builds the advanced coaching capability needed to lift frontline performance, strengthen team engagement, and drive measurable results.
Book a single participant or enrol your whole leadership team — the flexibility is yours. Just select your preferred dates below to secure a ticket.
💳 Credit card and invoice payments are both accepted.
Seats are limited — secure your place today and start transforming your team’s coaching impact. 🎯
Purchase a Ticket to a Public Contact Centre Coaching PRO Course
All publicly available dates are listed below. Choose your preferred intake and complete your booking in a few clicks.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
Book a single participant or enrol your whole leadership team — whatever suits your operation.
Prefer to talk to a human?
Call +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne/Sydney) or send us a message.
November 2025 Contact Centre Coaching PRO
Online via Zoom Price: $798.00 AUD ex GSTIn this November 2025 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
February 2026 Contact Centre Coaching PRO
Online via Zoom Price: $798.00 AUD ex GSTIn this February 2026 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.