Contact Centre Coaching PRO Course
$798 Per Person
Are you looking to improve your contact centre performance and employee engagement in the process?
Yes, both are possible!
Effective coaching is the key to ensuring your contact centre employees are working at their best, but most team leaders have moved into their role directly from being on the phones and have never been taught the skills of how and what to coach.
That can be bad news for your business as a Team Leader who is not coaching effectively can be a slippery slide for the decline in culture and performance of your contact centre.
The Contact Centre Coaching PRO course teaches your Team Leaders/Managers premium skills to manage, support and coach frontline employees in a contact centre to achieve sustained, long-term cultural and operational excellence by establishing a solid and effective coaching culture.
Whether you have a small or large contact centre, the coaching process and behaviours taught to your Team Leaders in this course will ensure they have the skills to have effective coaching conversations that drive results – helping both your Team Leaders and your employees.
So if your contact centre needs a cultural shift to improve performance based on sound coaching practices, this course is designed to make it happen!
Contact Centre Coaching PRO Course Fast Facts:
Optimised for online/virtual learning
This course has been specifically adapted to be delivered online via Zoom with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
The Contact Centre Coaching Pro training course will introduce and guide contact centre Team Leaders through the essential behaviours and methods needed for superior coaching of frontline staff at all levels of capability and performance, from those starting out to your most advanced and experienced personnel.
Onsite training for your team is also available for this course for private bookings (refer below for more).
Course Suitability
The Contact Centre Coaching PRO course has been designed for any employee who is responsible for feedback, coaching, and influencing performance improvement for frontline agents/employees.
The 3 x 3-hour sessions have been designed to be delivered in a structured manner enabling participants to learn and apply their new skills in between the different modules.
The skills we teach are applicable to all contact centre environments, big and small.
Typical roles include:
- Contact Centre Team Leaders
- Acting Team Leaders
- Contact Centre Managers
- Quality Assessors & Quality Managers
- Trainers
- Coaches
Training Course Outcomes:
The facilitated online training will equip participants with feedback and coaching best practices with a focus on ‘strengths-based coaching’, which teaches them how to identify, highlight and leverage the key strengths of each individual being coached so they improve the quality of their customer interactions.
A centrepiece of the course is teaching participants how to have better coaching conversations and providing them with the confidence to handle all types of staff and experience levels to drive improved employee engagement and performance.
And if your contact centre is part of the Australian Call Centre Rankings or private QA Assessment services provided by the Australian Customer Experience Professionals Association (ACXPA), participants in this course will learn how to coach employees specifically on the behaviours required to deliver improved ranking results.
On completing the course and demonstrating the ability to execute the coaching method taught in various contexts, participants will receive an ACXPA Certified Contact Centre Coach Accreditation in recognition of their coaching superpowers!
9 hours of training delivered over 3 x 3-Hour Sessions
The Contact Centre Coaching Pro course is a 9-hour training course spaced out over 3 x 3-hour sessions to minimise the impact on your operations and enable participants time to learn and apply their new skills in between each session with staff that they manage or support.
Session 1
1. What makes a great coach?
Exploration of different types of coaching and the key requirements and considerations for effective coaching. Drawn from the direct insights obtained from some of the world’s best coaches in business and sport.
2. Customer Experience Coaching
Exploration of the primary role and purpose of a Contact Centre coach in helping staff achieve desired standards of behaviour for premium call handling* to improve the sales and service experience for customers in those moments of truth when they pick up the phone.
*This module is based on the five core competencies and 18 call-handling behaviours from the Australian Contact Centre Quality Standards.
These will help improve the quality of customer conversations in ANY contact centre, but especially if your contact centre is listed in the monthly Australian Contact Centre Rankings report, or you have purchased the Contact Centre CX Benchmarking, you’ll see an improvement in your rankings once your employees have completed the course!
3. Better Coaching Conversations
Introduction, review, demonstration and practice use the five coaching competencies to reveal staff strengths and how these can be utilised to develop improvements in specific call-handling behaviours*.
*We use the Australian Contact Centre Quality Standards as the examples for premium call-handling behaviours (which directly correlate to improve quality performance however you measure it – CSAT, NPS etc) however, you don’t need to be using/applying the standards to benefit from this training, the coaching competencies is the focus here and they apply in any contact centre.
Session 2
4. Coaching Simulations
Lots of practice in applying the five coaching methods within simulated coaching conversations that reflect different staff types and different levels of performance and attitudes.
5. Difficult Coaching Conversations
Demonstration and practice in how to facilitate more difficult coaching conversations due to negative or closed-minded attitudes of staff, or where staff are not taking responsibility for their own development.
Session 3
6. Coach the Coach
The trainer conducts actual coach-the-coach sessions with each individual to demonstrate first-hand how to apply the methods in a real context.
7. Bringing it all together
Whatever learning gaps still exist within the training group are addressed with targeted demos and group practice. Rapid-fire learning checks and an online assessment are conducted by the trainer to confirm competency and to reinforce critical skills and methods.
About Your Trainer
Simon Blair has decades of experience in training and developing Contact Centre Team Leaders, Support staff (e.g. QA, Trainers & Coaches) & Contact Centre Managers in how to use premium communication and coaching skills within a structured coaching process.
Simon has trained, coached and assessed thousands of Managers, Team Leaders, Support Personnel, & Frontline Agents across Australia and overseas and has assessed more than 50,000 phone calls across his career. So he knows the behaviours that work and those that don’t and, critically, how to coach staff in how to use them effectively.
Simon co-hosted and produced ‘The Coaching Podcast’ with some of Australia’s and the world’s best coaches as guests, revealing the secrets to their success and as well as running some training courses for us, Simon is the General Manager, Quality Insights for the Australian Customer Experience Professionals Association, leading a team that assess and report on the Australian contact centre industry performance.
Outside of work, Simon is an avid musician, singer & father of four.
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Private or Public training options
The Contact Centre Coaching PRO course is delivered via Zoom and is available both publicly (for employees from multiple businesses) and privately (just for your employees) with the differences outlined below.
The course is also available for onsite delivery (additional travel costs may apply).
Public Courses
The Contact Centre Coaching PRO course is available as a public course, so you can purchase one or multiple tickets to spread your employees out to minimise operational impacts.
The times and dates are fixed to enable you to plan ahead, and typically, we run this course publicly every one to two months. If you would like more flexibility on the dates, times, and content, please refer to our private options.
As the course content stays the same, it’s also a great way to ensure any new employees receive the same training as others who have completed the course (a great way to ensure all your Team Leaders are coaching consistently!).
View available public dates at the bottom of this page!
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 your entire Team Leader group exclusively for your business.
Our private courses can be delivered with times, dates and durations to suit you (e.g. we could deliver it over 2 x 4.5-hour sessions or as a one-day onsite course).
Volume discounts are also available, making private courses more cost-effective for larger numbers.
Contact us to learn more about our private training options >
Pricing and Payment Options
The Contact Centre Coaching PRO course is $798 AUD per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).
Tickets can be purchased instantly using a credit card, or you can request an invoice at checkout.
Available public dates are at the bottom of this page.
Available Discounts
- Save 15% when booking for two or more employees in the same transaction (note: the discount will be applied on the final checkout page and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (including this one!), plus access to 15 self-paced courses and a host of other benefits. Learn More >
- We offer volume discounts for training your whole team leader/QA/leadership team. Contact us for customised pricing and availability. Phone +61 3 9008 7287 or send us a message >
Purchase a ticket to a public Contact Centre Coaching PRO course
All the publicly available Contact Centre Coaching PRO courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card, or you can request an invoice for payment on the checkout page.
If you would like a private course to train your leadership team and have more flexibility with dates and times, contact us for pricing and availability.
New public course dates are published on a regular basis!
February 2025 Contact Centre Coaching PRO
Online via Zoom Price: $798.00 AUD ex GSTIn this February 2025 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.