This course has an average rating of 5 out of 5 stars
This June 2022 CREATE Amazing Call Centre Team Leaders course sets out the training structure, tools and resources Call Centre Managers need to provide Call Centre Team Leaders with a very clear understanding of their role and equip them with the practical skills needed to effectively lead their teams to consistently achieve their team targets and KPIs.
It will also reduce the time it takes your frontline team members to become more productive, so you can finally say goodbye to the stress and frustration of regularly missing your goals and targets!
Ask yourself this:
- Are you stressed because your Call Centre DOESN’T regularly achieve its targets and KPIs?
- Sick and tired of Team Leaders who don’t effectively manage or coach their teams, which unnecessarily harms your brand, increases costs and lowers profitability?
- Do your Team Leaders lack the skills needed to lead their teams to hit their goals every month?
- Frustrated with promoting team members as Team Leaders only to find they aren’t suited for the role, then having to replace them and losing a really good team member in the process?
If you’ve answered yes to one or any of these questions this June 2022 CREATE Amazing Call Centre Team Leaders training course is for you!
Designed for people responsible for running contact centres (e.g. Call Centre Managers), this June 2022 CREATE Amazing Call Centre Team Leaders course will change the performance of your contact centre by creating your own training process that equips Contact Centre Team Leaders with the skills and tools needed to effectively manage and coach their teams.
Delivered over three weeks with 3 x 2.5-hour workshops each week (so a total of 7.5 hours of live training), the workshops and easy-to-customise tools and resources show you how to develop your internal Team Leader Training Program to create amazing leaders who coach, nurture and lead winning teams that regularly hit their targets and KPIs.
- Preparing Your Framework For Success
- Key Traits, Characteristics and Practices of Amazing Team Leaders
- Effective Time Management
- Coachable Call Structures
- Call Monitoring and Scoring
- Providing Effective Feedback
- Team Leader and Team Member Skills Audits
- Team Leader and Team Member Coaching Plans
Who should do this course?
This June 2022 CREATE Amazing Call Centre Team Leaders training course with its 18 easy-to-customise tools, resources and templates provide the perfect platform for those responsible for running contact centres who want to develop their own customised Team Leader Training Program.
The opportunity to take new or experienced Team Leaders through the same concepts and tools is extremely valuable and will change the performance of your contact centre by finally equipping Team Leaders with the skills and tools needed to effectively manage and coach their teams.
The course also works for individual leaders looking to broaden their leadership tools and future leaders ready to grow.
It is especially suited to:
- Contact Centre Business Owners and C-suite Executives
- Long term Contact Centre Managers ready for a reset or to gain some additional skills to take their team to the next level.
- New Contact Centre Managers wanting to get their Team Leaders set up effectively to succeed.
- Newly formed contact centre leadership teams
- Low performing leadership teams
7.5 Hours of Live, Facilitated Learning delivered via 3 x 2.5-Hour sessions:
We have built this Create Amazing Call Centre Team Leaders training course to enable Call Centre Managers with the time to learn and apply their new-found skills in-between sessions, so the program is delivered over 3 weeks with a 2.5-hour workshop each Wednesday afternoon.
Each 2.5-hour workshop includes time to learn the skills and resources and all workshops are delivered live by Australia’s leading Team Leader Coach and Mentor, Marc Carriere.
Session 1
MODULE 1: Preparing Your Framework for Success
Lessons and resources that bring clarity and deep understanding of your purpose and the reasons why you and your Team Leaders and team members want to achieve continued and sustained success.
MODULE 2: Amazing Team Leaders Traits
Lessons and resources to identify the key traits, characteristics and practices of amazing Team Leaders to get the right person to begin with, who clearly understands their role and responsibilities.
MODULE 3: Effective Time Management
Lessons and tools that provide the structure and accountability to ensure Team Leaders are spending the time needed each day to effectively manage and leading their teams – especially underperformers!
Session 2
MODULE 4: Coachable Call Structures
Lessons and tools for creating easy to follow Call Structures with the right steps and proper sequence to follow that are easy for Team Leaders to coach team members on to increase their success.
MODULE 5: Call Monitoring and Scoring
Easily and effectively monitor and score team members’ calls with an easy-to-customize Scoring Tool that identifies areas to praise and deficiencies that need to be corrected with further individual training.
MODULE 6: Providing Effective Feedback
Lessons and resources for effectively providing corrective and nurturing feedback that identify positive aspects of calls to praise and deficiencies Team Leaders can work on with team members.
Session 3
MODULE 7: Skills Audits
Lessons and Templates for conducting Team Leader and Team Member Skills Audits to identify those areas Managers and Team Leaders need to focus on to get the most out of their team.
MODULE 8: Coaching Plans
Lessons and templates for developing Team Leader and Team Member Coaching Plans outlining coaching roadmaps for areas of improvement, who delivers coaching and when it’s delivered.
Looking for other suitable training courses?
Looking for other suitable training courses?
If you are looking for a course to help Team Leaders improve their own skills and capabilities check out Marc’s other course – How to Become an Amazing Call Centre Team Leaders.
We also have a range of other courses for Contact Centre Team Leaders and Contact Centre Managers.
BONUS CONTENT
In addition to the 7.5 hours of live facilitated training sessions, by purchasing this June 2022 CREATE Amazing Call Centre Team Leaders training course you also receive the benefits below:
6 MONTHS UNLIMITED ACCESS TO THE CREATE AMAZING CALL CENTRE TEAM LEADERS ONLINE COURSE –  ($1,497 USD Value)
Unlimited access to all the Modules, Lessons and Resources for developing amazing Team Leaders for 6 months that allows you to review all the sessions we’ll conduct together to reference whenever you want to review any aspect of the program.
18 RESOURCES, TOOLS AND TEMPLATES ($1,825 USD Value)
Easily customized Resources, Tools and Templates for Contact Centre Managers and Team Leaders to use to lead their teams to regularly achieve (or even exceed) their monthly Targets and KPIs including The 7 Pillars For Creating Amazing Team Leaders Workbook.
15 BONUS MICRO TRAININGS ($975 USD Value)
Bonus Micro Training videos covering topics such as: 3 Traits You Must Find When Hiring Team Leaders, 15 Essential Habits of Amazing Team Leaders, How Managers and Team Leaders Can Improve Feedback Practices AND MANY MORE!
What you’ll learn
By completing the June 2022 CREATE Amazing Call Centre Team Leaders training course you will learn a practical, proven and easy-to-implement Team Leader Training Process (developed in the trenches – Not Theory or PowerPoint ‘Fluff’) with 18 easy-to-use and customise Resources and Tools to create truly amazing Team Leaders with:
- a very clear understanding of their role,
- the practical skills needed to lead their teams to consistently achieve their Targets and KPIs, and
- the ability to reduce the time it takes team members to become more productive to lower costs and increase profitability.
So you can finally say Goodbye to the stress and frustration of missing your goals and targets and concentrate on other critical areas of the business!
Dates and Times
The June 2022 CREATE Amazing Call Centre Team Leaders training course is delivered over 3 x 2.5-hour sessions (one session per week) with exact dates and times below enabling you to plan ahead.
- Session 1 – Wednesday 15th June 2022 13:30 to 16:00 AEST
- Session 2 – Wednesday 22nd June 2022 13:30 to 16:00 AEST
- Session 3 – Wednesday 29th June 2022 13:30 to 16:00 AEST
Dates don’t suit? Click here to see more options or learn more about the self-paced online version.
While this June 2022 CREATE Amazing Call Centre Team Leaders training course has traditionally been delivered on-site/in-person, with the arrival of COVID we’ve now adapted this course to be delivered online via ZOOM teleconferencing.
Delivered over three weeks, the 2.5-hour sessions are held on Wednesday afternoons to allow you plenty of time to attend to normal duties while developing your newfound leadership superpowers.
If you’d rather have the course delivered in-person on your premises please refer to our private training options >
About Your Coach and Mentor
Starting in his early 20s as a direct salesperson Marc began specializing in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognized as a direct marketing and call centre expert.
Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B and B2C companies in Australia, Canada, Fiji, México, The Bahamas, the United Kingdom and the United States of America.
With his worldwide experience managing call centre teams who have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs.
Hear what others have said about working with Marc
Finally hitting our numbers!
15 October 2021
Review of How to CREATE Amazing Call Centre Team Leaders (private course)
Now that our Team Leaders have the skills to lead their teams more effectively, we are hitting our numbers and going from strength to strength.
CEO
ICE Vacations Asia-Pacific
Results are what counts!
2 October 2021
Review of How to CREATE Amazing Call Centre Team Leaders (private course)
Marc’s training is a mix of “foundation” and cutting edge modules allowing any company’s training to be the very best in its field. It’s easy to understand and has a proven track record with actual results. Results are what counts, nothing else.
Executive Manager, Sales Strategy
International Cruise & Excursions
The Training was invaluable!
24 June 2021
Review of How to CREATE Amazing Call Centre Team Leaders (private course)
Marc coached and mentored me to get the best out of my team. I instantly liked him and the training provided was invaluable, and I looked forward to each session to learn more.
Team Leader
Accor Vacation Club
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. We’re an accredited supplier of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your Create Amazing Call Centre Team Leader training is in good hands.
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.
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
21:15 08 Dec 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!
Keira Smith
02:55 29 Nov 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!
Jamie Leonard
05:13 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. Helen
GVW Intranet
04:48 15 Oct 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 intimately.
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
11:06 26 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 me.
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
16:53 25 Apr 21
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.
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
06:29 03 Mar 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!
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
22:06 03 Feb 21
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.
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
23:39 22 Dec 20
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.
Katherine Robshaw Ed Dept
04:06 30 Nov 20
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.
Kaylee Gerbes
23:43 21 Sep 20
Pricing and Payment Options
The June 2022 CREATE Amazing Call Centre Team Leaders training course facilitated live by Marc Carriere is just $1,297 ex GST for 7.5 hours of facilitated learning delivered over 3 x 2.5-hour workshops.
The price includes:
- 3 x 2.5 hour live facilitated workshops by Marc Carriere.
- 6 Months access to the ‘Creating Amazing Team Leaders online course ($1,497 USD Value)
- 18 Resources, Tools and Templates you can download ($1,825 USD Value)
- 15 Bonus Micro Training videos ($975 USD Value)
Save 15%Â if you purchase 2 or more tickets in the same transaction.
Tickets can be purchased using a credit card or invoice – select your preference on the checkout page.
