Are you looking to gain improvements in your contact centre performance and improve 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 moved into their role directly from being on the phones and have never been taught the skills on how, and what to coach.
And a Team Leader who is not coaching effectively can be a slippery slide for the culture and performance of your contact centre.
The Contact Centre Coaching PRO December 2023 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 strong 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 are equipped with 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!
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 December 2023 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 – contact us for more information.
The Contact Centre Coaching Professionals December 2023 course has been designed for any employee who has responsibilities 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:
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 centre-piece of the course is in teaching participants how to have better coaching conversations and provide them with the confidence to handle all types of staff and experience levels to drive improved employee engagement and performance.
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 newfound coaching superpowers!
The December 2023 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.
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.
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.
*We use the five core competencies and 18 call-handling behaviours from the Australian Contact Centre Quality Standards as the basis for this module. 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 are part of the Contact Centre CX Benchmarking service, you’ll see an improvement in your rankings once your employees have completed the course!
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.
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.
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.
The trainer conducts actual coach-the-coach sessions with each individual to demonstrate first-hand how to apply the methods in a real context.
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.
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 4.
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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.
The December 2023 Contact Centre Coaching PRO course is delivered via Zoom and is available publicly meaning there will be employees from multiple businesses attending.
The Contact Centre Coaching PRO December 2023 course is delivered over 3 x 3 hour sessions on the dates and times listed below.
The Contact Centre Coaching PRO December 2023 course is $797 AUD per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).
Tickets can be purchased at the top of this page using a credit card or you can request an invoice at checkout.
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With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.