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.
And it’s the role of the Supervisor/Team Leader and Quality Assurance (if you are lucky!) to work hard to coach their employees to higher levels of performance.
At the same time, Team Leaders face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organisation’s standards.
This May 2022 How to Monitor and Coach Call 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 our proprietary 7-Step Coaching Process that has been used to train thousands of Team Leaders around the world.
Participants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.
Learning how to coach contact centre agents is one of the most critical elements of a contact centre Team Leaders job yet it’s a skill that is often not fully understood and seldom learnt.
The May 2022 How to Monitor and Coach Call Centre Agents training course will provide students with a structured process to monitor the performance of a contact centre agent and coach for improvement and is ideally suited to:
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.
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.
The May 2022 How to Monitor and Coach Call Centre Agents training course is delivered over 2 x 4-hour sessions with the exact dates and times below enabling you to plan ahead.
Dates don’t suit? Check out other available options >
The trainer for the May 2022 How to Monitor and Coach Call Centre Agents training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.
So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
The How to Monitor and Coach Call Centre Agents is a popular course as it’s an area that most Team 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 with just a sample below.
More Customer Testimonials
“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!”
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 one of the founding members 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 training is in good hands.
This May 2022 How to Monitor and Coach Call Centre Agents training course is $697 per person ex GST for 8 hours of facilitated learning (2 x 4-hour sessions) delivered by global contact centre expert Daniel Ord.
Save 15% when booking for two or more people in the same transaction (note: the discount will be applied on the final checkout page).
Tickets to the May 2022 How to Monitor and Coach Call Centre Agents training course can be purchased online using a credit card or requesting an invoice (you can choose on the checkout page).