How to Monitor and Coach Contact Centre Agents

$497 AUD

Frontline Team Members represent the organisation to its customers and the manner in which they handle customer contacts can make or break satisfaction, loyalty and efficiencies.

Supervisors/Team Leaders and Quality Assurance work hard to coach their Team Members to higher levels of performance.

At the same time, they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organisation’s standards.

This How to Coach Contact Centre Agents training course addresses the business reasons for coaching and provides practical guidelines for how (and why) you need to make time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process that has been used by thousands of Team Leaders across the world.

Participants are provided with insights and ideas on how to measure individual and Team Performance across both Quality and Productivity dimensions that are suitable for any contact centre/customer service centre and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.

How to monitor and coach contact centre agents course

How to coach contact centre agents course fast facts:

  • 2 x 4-hour online modules delivered in consecutive days.
  • Suitable for any contact centre/customer service environment.
  • Perfect for Team Leaders (emerging and existing), Managers & Quality Assurance members. 

  • Public and private training options available.
  • All delivered live & online by Daniel Ord, the world’s top Contact Centre trainer!

Who should do this course?

how to coach call centre agents training

Learning how to coach contact centre agents is one of the most critical elements of a leaders job in a contact centre yet it’s a skill that is often not fully understood and seldom learnt.

The How to Monitor and Coach a Contact Centre Agent course will provide students with  a structured process to monitor the performance of a contact centre/customer service agent and coach for improvement and is ideally suited to:

  • Contact centre agents being prepared to step into a leadership role
  • Existing Team Leaders who haven’t been taught a structured process on how to provide feedback and coach for improvement
  • Existing Team Leaders or managers who lack confidence in coaching agents
  • Contact Centre Managers
  • Quality Assurance Team members

Seven modules delivered over 2 x 4-hour sessions:

Session 1 – Monitoring, Understanding Performance Standards & Calibration

Monitoring provides the data we need.  So understanding monitoring practices and how Performance standards are designed & calibrated gives Coaches a uniform & consistent way to look at what’s going on.

Module 1. Organisational Design

  • How Organisational design and call centre size impacts quality
    • General management vs. Specialist Roles
  • Comparing & contrasting the roles of Quality Assurance & Team Leaders
    • How they can best work together without inefficiency

Module 2. Monitoring

  • The 4 Strategic Objectives for Monitoring
    • It’s about more than Agent Development
  • The 4 Classic Forms of Monitoring
    • The pros and cons of each and how to use them

Module 3. Understanding Performance Standards

  • Where do Performance Standards come from?
  • The role of Compliance vs. Caliber and what this means to scoring and coaching
  • Why Customer Satisfaction & Monitoring scores don’t always agree
  • The 4 critical pieces of documentation for Performance Standards
    • Why you need these 4 pieces of documentation for coaching

Module 4. Calibration

  • Defining the who/what/when and how of Calibration
  • The 4 levels of Calibration and how each one works
  • Why Customer Satisfaction & Monitoring scores don’t always agree

Session 2 – Teaching, Coaching & Managing Frontline Performance

Coaching is where behavioural change happens.  So we begin with Teaching – because the best Teachers make the best Coaches.  Then we learn how to Coach – including the difficult sessions – to inspire behavioural change.

And we close with our popular Productivity, Quality & Attitude Model for Agents.

Module 5. How to Teach

  • Why being a good Teacher helps you become a great Coach
  • How to Teach a Performance Standard
  • How teaching fits into coaching

Module 6. How to Coach

  • The definition of Coaching
  • Coaching best practices
  • Using Level 2 coaching to change behaviour
  • The 7 Step Process for Level 2 coaching
  • Dealing with difficult Coaching situations
  • Using performance management techniques

Module 7. Wrapping it up with overall agent performance

  • How to evaluate Agents across both Productivity & Quality dimensions

About Your Trainer

Your trainer for the How to Coach Contact Centre Agents training course is Daniel Ord from OmniTouch International – the leading Contact Centre & Customer Experience trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on LinkedIn.

Learn how to coach call centre agents by Daniel Ord

Recent Testimonials 

The How to Coach Contact Centre Agents course is a popular course as it’s an area that most leaders lack confidence in how to deliver feedback and coach for improvement. Learning a structured framework is a skill that provides benefits for life and we’ve received some great feedback from those who have completed the course:

Rated 5 out of 5
This course has an average rating of 5 out of 5 stars
Very good0%

Engaging and insightful

Rated 5 out of 5
3 December 2021

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight. I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways. Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Avatar for Amanda Buisson
Amanda Buisson
Senior Customer Service and Education Officer
Portable Long Service Authority

Clarity made clearer!

Rated 5 out of 5
8 October 2021

Daniel and Marcus were refreshing! We thought that how we do things were already good, but they showed us how it could be better by unlocking all those small locks that would be instrumental to change. I would like to recommend them to all you folks who monitor and coach, as this may be the secret sauce that you need for success!

Avatar for MJ Montemayor
MJ Montemayor
Deputy QA Manager
Virtual Gaming Worlds (VGW Holdings Limited)

Very insightful.

Rated 5 out of 5
8 October 2021

The training was very entertaining, engaging and very insightful. Hearing the group, not just the facilitator discuss their thoughts openly, gives perspectives that connects to the focus points of the training. I loved it.
The training brought so much joy and realization, of how much I personally know about the topics discussed and more importantly about how much i do not know. What comes next, is continuing what I have been doing great, adding and applying the new elements that I have learned and continue to share this experience with the group.

Avatar for Noel Lamadrid
Noel Lamadrid
Team Leader
Virtual Gaming Worlds (VGW Holdings Limited)

A better Team Leader

Rated 5 out of 5
8 October 2021

This course helps me solidify what I am currently doing. Sometimes I have doubts if I am on the right track when doing coaching but after joining this 2-day course it gave me assurance that I am doing the right things and not only that, it helps me correct the mistakes that I am doing when coaching and also gave me additional inputs to help develop my coaching style as a Team Lead.

Avatar for Kirk Ma
Kirk Ma
Team Leader
Virtual Gaming Worlds (VGW Limited Holdings)

Excellent insight into Monitoring and Coaching

Rated 5 out of 5
8 October 2021

Dan was excellent in going through some very insightful and interesting principles on the topics of effective monitoring and coaching. It was a very energetic and informative experience and opened up a lot of interesting opportunities and potential areas for improving our own quality and service excellence programs. In short, great job and kudos to both Dan and Marcus for such an informative course!

Avatar for Prince Boeck
Prince Boeck
Customer Service Manager
Virtual Gaming Worlds (VGW Holdings Limited)

“The coaching tips & role-plays definitely help me to prepare & carry out coaching sessions with my staff.”

“This training rekindled my passion to coach!” 

“Thank you Daniel for keeping the training so alive & interesting.  I appreciated the experience and will apply in my daily job!”                

“The learnings & content of this course can be really easily absorbed and applied right away.  Really appreciate the clarity!”                    

how to give feedback to call centre agents

About CX Skills

CX Skills is a boutique Australian training business that specialises in contact centres, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

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When you book any CX Skills course you’ll experience the same experience, passion, energy and support. Below are the most recent reviews across all the CX Skills courses to provide you with confidence you’re in good hands.

CX Skills
Based on 24 reviews
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Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
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How and when its delivered

The How to Coach Contact Centre Agents course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The How to Coach Contact Centre Agents course is delivered as two 4-hour modules in consecutive days.

Being public, it’s a great way to hear and learn from others in the course (and build your network!) as well as being a cost-effective model for small numbers of attendees.

The times and dates are fixed to enable you to plan ahead and typically we run this course once a month. If you would like to have more flexibility on the dates, times and content or need to training larger groups refer to our private options.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of Team Leaders/Managers within your business (can be great to get all your coaches on the same page at the same time!).

Our private courses can deliver the same course with dates and times to suit you and we can also include more specific role-plays based on your business rather than generic ones we use in our public courses.

Learn more about our private training options >

Pricing and Payment Options

The How to Coach Contact Centre Agents training course is just $497 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions).

Want to register more than 3 staff? Save 10% when booking in the same transaction (note: the discount will be applied on the final checkout page).

Upcoming public How to Monitor and Coach Contact Centre Agent training courses:

All our upcoming public How to Coach Contact Centre Agents courses are listed below. If you’ve got further questions or would like to discuss private training courses contact us on +61 3 9008 7287 AEST/AEDT Monday to Friday or send us a message >