Name: May 2025 Contact Centre Coaching PRO
Start: 2025-05-27T09:30:00+10:00
End: 2025-05-27T12:30:00+10:00
Location: Online via Zoom

Contact Centre Coaching PRO Course
$798 per person ex GST delivered via 3 x 3-hour sessions

Contact Centre Coaching PRO Course: Empowering your Team Leaders, Transform Your Call Centre

Empower your team leaders with advanced coaching techniques tailored to the real challenges of a contact centre. Too often, talented individuals are promoted directly from the front lines without receiving the formal coaching training they need.

This shortfall in coaching skills can undermine overall performance. It affects customer service and sales results – while also skewing quantitative metrics like average handling times. Ultimately, it erodes employee engagement, paving the way for diminished performance, elevated turnover, and additional operational challenges.

This course is meticulously crafted to equip managers with the practical skills required to inspire and guide their teams through effective coaching. Under the expert leadership of Simon Blair – one of Australia’s foremost call centre coaching authorities and General Manager of ACXPA Benchmarking Services – you’ll access strategies that deliver measurable improvements in performance while nurturing a positive, stable workplace culture.

Key Benefits:

Universal Application: Tailored for contact centres of any size.
Leadership Development: Transform team leaders into truly effective coaches.
Performance Enhancement: Drive both qualitative improvements (customer experience, team engagement) and quantitative results (efficiency, key performance metrics).
Employee Retention: Cultivate a coaching culture that reduces turnover and builds lasting loyalty.
Expert Insights: Benefit from Simon’s extensive, hands-on industry experience.
Sustainable Success: Lay the groundwork for long-term operational and cultural excellence.

If you’re ready to transition from reactive (or non-existent) coaching to proactive, transformative leadership, the Contact Centre Coaching PRO course is your blueprint for lasting excellence.

The course is aligned with the Australian Call Centre Quality Standards, specifically teaching your team leaders/coaches how to coach frontline employees with the premium sales and service skills required to deliver improved ranking scores used in the Australian Call Centre Rankings published monthly!

Contact Centre Coaching PRO Course Fast Facts:

Convenient Scheduling: 3 x 3-hour modules (9 hours total), making it easy to fit into your schedule while minimising operational impact.

Leadership-Focused: Ideal for any contact centre leader responsible for providing feedback, coaching, and driving frontline performance improvement.

Premium Coaching Methodologies: Proven coaching skills and strategies that can be applied in any contact centre environment.

Interactive Online Learning: All sessions are delivered live and online with high engagement—learn, laugh, and practice with plenty of hands-on application.

Expert-Led Training: Designed and facilitated by industry expert Simon Blair—no PowerPoint lectures here, just real-world expertise!

Optimised for Online/Virtual Learning

This course has been expertly adapted for online delivery via Zoom, ensuring high engagement and superior learning outcomes through short, interactive, and highly engaging sessions.

Each session is designed to keep participants focused, involved, and ready to apply what they’ve learned immediately.

The Contact Centre Coaching Pro training course empowers Team Leaders with the essential coaching behaviours and methodologies needed to elevate frontline staff performance—whether they’re new to the role or seasoned professionals.

This course equips leaders with the tools to drive meaningful coaching conversations, build skills, and inspire performance improvement across all experience levels.

Prefer face-to-face training? Onsite delivery is also available for private bookings – see below for more details.

online training course for call centre team leaders on how to coach

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

Did you know we’re the contact centre specialists in Australia?

We also offer a range of expert courses for frontline employees, contact centre team leaders and contact centre managers!

🎯 Training Course Outcomes – Empowering Leaders, Driving Results

The Contact Centre Coaching Pro course equips participants with best-practice coaching and feedback techniques, with a strong focus on strengths-based coaching.

Leaders will learn how to identify, highlight, and leverage individual strengths, empowering frontline staff to deliver higher-quality customer interactions while building confidence and capability.

A core component of the course is developing the skills to lead better coaching conversations. Participants will gain the confidence to coach employees at all experience levels, ensuring they can effectively motivate, engage, and drive performance improvement across their team.

For contact centres participating in the Australian Call Centre Rankings or the ACXPA Private QA Assessment services, this course provides specific coaching strategies aligned with the behaviours required to improve ranking results, giving your team an edge in delivering superior customer experiences.

🏆 ACXPA Certification:

Upon successful completion of the course and demonstrating their ability to apply the coaching methods across various contexts, participants will be awarded the prestigious ACXPA Certified Contact Centre Coach Accreditation—a recognition of their coaching superpowers!

Coaching course for call centre team leaders

📅 9 Hours of Expert Training Delivered Over 3 x 3-Hour Sessions

The Contact Centre Coaching Pro course delivers 9 hours of expert-led training, structured across 3 x 3-hour sessions.

This spaced learning approach minimises operational disruption while giving participants the opportunity to learn, apply, and refine their new coaching skills between sessions—empowering them to immediately implement strategies with the staff they manage or support.

Session 1

What Makes a Great Coach?

Explore the different types of coaching and the essential requirements for effective coaching, drawing on insights from some of the world’s best coaches in business and sport.

Customer Experience Coaching

Discover the primary role of a Contact Centre coach in helping staff achieve desired call-handling behaviours* that drive premium customer experiences during critical moments of truth.

*This module is based on the five core competencies and 18 call-handling behaviours from the Australian Contact Centre Quality Standards.

These standards elevate conversation quality in any contact centre and can directly improve your rankings if you're participating in the monthly Australian Contact Centre Rankings or using the Contact Centre CX Benchmarking service.

Better Coaching Conversations

Learn, demonstrate, and practice using the five coaching competencies to uncover staff strengths and leverage them for improving specific call-handling behaviours*.

*While we use the Australian Contact Centre Quality Standards as an example, the coaching competencies apply universally, driving quality improvements regardless of your existing metrics (CSAT, NPS, etc.).

Session 2

Coaching Simulations

Practice applying the five coaching methods through realistic simulations that reflect a variety of staff types, performance levels, and attitudes.

Difficult Coaching Conversations

Gain hands-on experience in navigating challenging coaching conversations, particularly when dealing with negative attitudes, closed-mindedness, or a lack of accountability for personal development.

Session 3

Coach the Coach

Experience real-world application as the trainer conducts personalised coaching sessions with each participant, demonstrating how to effectively apply the methods taught throughout the course.

Bringing it All Together

Address any remaining learning gaps through targeted demonstrations and group practice. The session concludes with rapid-fire learning checks and an online assessment to confirm competency and reinforce critical coaching skills.

About Your Trainer

Simon Blair brings decades of expertise in developing contact centre professionals—from Team Leaders and Managers to QA, Trainers, and Coaches.

He has trained, coached, and assessed thousands of professionals across Australia and overseas, evaluating over 50,000 phone calls in his career. This extensive experience has given him unprecedented insight into which behaviours drive success and how to coach them effectively.

As the former co-host and producer of The Coaching Podcast, Simon has partnered with some of the world’s leading coaches to uncover the secrets of their success. In addition, he currently serves as General Manager, Contact Centre Benchmarking for the Australian Customer Experience Professionals Association (ACXPA), where he leads a team dedicated to assessing and reporting on contact centre performance.

Outside of work, Simon is an avid musician, singer, and a proud father of four.

Simon Blair, Australia's leading contact centre customer service trainer!

Why Choose CX Skills?

At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.

We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.

Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.

Customer Reviews & Testimonials

Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >

Excellent

CX Skills

5.0

Based on 36 reviews

See all reviews

Deborah Caudle

Honestly does not matter which industry you are working within, this face-to-face training for Customer Service Phone Essentials is exceptional.
Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, Let Simon Blair help you with this.
Book your staff into this amazing course.

Mav

I had the pleasure of attending a customer service training session today with trainer, Simon Blair and it was fantastic! Simon was incredibly knowledgeable, engaging, and made the session both informative and enjoyable. Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!

Response from the owner:Thanks Mav for the wonderful review and thrilled to hear you enjoyed the training! We'll make sure we pass the feedback onto Simon as well - he takes a lot of pride in ensuring everyone enjoys the training and importantly, that it provides skills that can be put to immediate use!

Krsevan Petric

Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.

Response from the owner:Thanks Chris for leaving a wonderful review for Simon and sorry in the delay in acknowleding it. Always great to hear that the passion comes through and that the training hits the mark!

Jim Mundy

Did the introduction to contact center manager course with Justin, it was a fantastic experience

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together

Strongly recommend

Response from the owner:Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏

Daniel Lanigan

Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.
It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.

Response from the owner:Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!

Trisha Bridge

I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.

From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.

What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.

The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.

The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.

In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.

If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!

Response from the owner:Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/

Angela Cavallaro

I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!

Response from the owner:Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!

Alison Jucha

The best course I have taken in 4 decades of customer service.

Response from the owner:Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂

K M

Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!

Response from the owner:Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!

Joyi Lu

Great company to work with. Excellent training course with trainers that really bring the content to life!

Response from the owner:Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!

Eloise

Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.

Response from the owner:Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂

Raheel Almas

Highly Recommended!

Todd Johnson

I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.

Response from the owner:Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin

Sheree Laursen

Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.

Response from the owner:Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!

Keira Smith

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!

Response from the owner:Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin

Jamie Leonard

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!

Response from the owner:Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!

GVW Intranet

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. Helen

Response from the owner:Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!

Jim Rodd

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 intimately.

Response from the owner:Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin

Sam Petroulias

Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!

Response from the owner:Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.

Dirk van Noort

Response from the owner:Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!

Rebecca Goss

We have done a few training courses now through Justin and the CX Group.
In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.
The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.
Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.

Bec Goss

Response from the owner:Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!

Marianne Rutz

This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!

Response from the owner:Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!

Rachael Lowe

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 me.

Response from the owner:Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!

Eva P

I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.

Response from the owner:Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂

Rory Lynch

I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.

Response from the owner:Thanks Rory, appreciate you taking the time to send us in a review!

Lee Siefken

Game-changing training and insight. Highly recommend CX Skills training program.

Response from the owner:Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.

Vanessa Gralton

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.

Response from the owner:Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!

Adrian Powell

Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.

The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.

The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.

As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.

I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!

Response from the owner:Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!

Monica Malgarini

Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.

Response from the owner:Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.

Chris Remnant

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!

Response from the owner:Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!

Nicole Field

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.

Response from the owner:Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.

Badri Pokhrel

Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.

Response from the owner:Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!

Sarsha S

Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.

Response from the owner:Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!

Katherine Robshaw Ed Dept

Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.

Response from the owner:Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!

Linda P

Response from the owner:Thanks Linda, great to have you in our course!

Kaylee Gerbes

Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.

Response from the owner:Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

Some of the Organisations We've Trained

We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >

📚 Public and Private Course Delivery Options – Choose What Works Best for You!

The Contact Centre Coaching PRO course is delivered live via Zoom and is available in two flexible formats to suit your business needs:

📅 Public Training Options – Fast-Track Skills with Flexibility!

The Contact Centre Coaching PRO course is delivered across 3 x 3-hour live online sessions, enabling your Team Leaders to develop advanced coaching skills while balancing daily responsibilities. Whether they’re managing team performance, conducting one-on-ones, or applying their new skills immediately, this course fits seamlessly into their workflow.

Fixed Dates & Times: Scheduled every 1-2 months, making it easy to plan ahead and spread participation across multiple dates to reduce operational impact.
Ideal for Leadership Development: Perfect for onboarding new Team Leaders or upskilling existing leaders to ensure consistent coaching standards across your contact centre.
Collaborative Learning: Participants engage with peers from other industries, sharing insights, best practices, and fresh perspectives.

👉 View upcoming public course dates at the bottom of this page!

🤝 Private Training Options – Tailored to Your Business Needs!

While public courses are great for small groups and cross-industry interaction, some businesses prefer the flexibility and focus of private training.

Our private courses provide the same expert-led content, with added customisation to meet your organisation’s unique needs:

✔ Flexible Scheduling: Choose dates and times that fit seamlessly into your business operations, including sessions outside standard hours or during quieter days and times to minimise disruption.

✔ Tailored Content: Incorporate real calls and examples tailored to your industry, processes, and customer scenarios.

✔ Confidential & Focused: Keep training exclusive to your team for targeted discussions and open conversations without external participants.

✔ Train Together: Ideal for larger groups, ensuring consistent skill development and coaching across your contact centre.

Do you have questions about this Contact Centre Coaching PRO course?

Speak to a live person on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

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 >

course for teaching team leaders how to coach in a call centre

Purchase Tickets 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.

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!

List

May 2025

Tue 27

Contact Centre Coaching PRO Course in Australia

May 27 @ 9:30 AM - 12:30 PM AEST

May 2025 Contact Centre Coaching PRO

Online via Zoom

Price: $798.00 AUD ex GST

Learn more and get tickets >

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.

Contact us for more information >

💡 Save 25% Instantly on This Course – and Every CX Skills Course!

Want to get an instant 25% discount on this course and all future training?

As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.

📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.

🚀 Learn More & Save 25% Before You Enrol >

Contact Centre Coaching Pro Course