Create Amazing Call Centre Team Leaders Who CONSISTENTLY Reach Team Goals Every Month!
- 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 to 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?
This Create Amazing Call Centre Team Leaders course sets out the training structure, tools and resources needed to train Team Leaders with a very clear understanding their role, and the practical skills needed to effectively lead their teams to consistently achieve their team targets and KPIs, and… reduce the time it takes team members to become more productive, so you can finally say goodbye to the stress and frustration of regularly missing your goals and targets!
Designed for people responsible for running contact centres, this 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 four weeks with one x 2-hour workshops each week (so a total of 4 workshops and 8 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 Create Amazing Call Centre Team Leaders 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
- New Contact Centre Managers
- Newly formed contact centre leadership teams
- Low performing leadership teams
- Promoted Leaders
- Long term Contact Centre Leaders ready for a reset
8 Hours of Live, Facilitated Learning delivered via 4 x 2-Hour sessions:
We have built this Create Amazing Call Centre Team Leaders training course to enable participants with the time to learn and apply their new-found skills in-between sessions, so the program is delivered over 4 weeks with a 2-hour workshop each Wednesday.
Each 2-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.
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
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 under performers!
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 of team members’ calls with an easy-to-customize Scoring Tool that identify 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.
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.
In addition to the 8 hours of live facilitated training sessions, by purchasing this course you also receive these incredible benefits for free:
CREATING AMAZING CALL CENTRE TEAM LEADERS ONLINE COURSE – 6 MONTHS UNLIMITED ACCESS ($1,497 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 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 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 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 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!
Built for Online
While this 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 four weeks, the weekly two-hour sessions are held on Wednesdays to allow you plenty of time to attend to normal duties while developing your new-found leadership superpowers.
If you’d rather have the course delivered in-person on your premises or would like more flexibility with the dates and times 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, 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!
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. Kevin Sharp CEO
Results are what counts!
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. Matthew Saunders Executive Manager, Sales Strategy
Marc is an outstanding Mentor…
who knows how to develop leaders to reach their potential. He is encouraging, supportive and his wise counsel in the nuances of leadership is second to none. I will always be grateful for his guidance in helping me achieve my goals, which allowed me to assist my staff to achieve their goals. Julie Cox Operations Manager
The Training was invaluable!
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. Jo Draper Team Leader
Private and Public Options
This Create Amazing Call Centre Team Leaders course is available publicly (with others) or privately (just for your business) with the differences outlined below.
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 exclusively for your team to take them all on a leadership journey together.
Our private courses also enable you to choose the dates and times of the workshops to suit your business.
The Create Amazing Call Centre Team Leaders course is delivered as 4 weeks x two-hour sessions (so a total of 8 hours of live training) via ZOOM and is open to the general public. This is perfect for small numbers of employees attending with the added benefit of meeting and learning from others in the industry (also a great way to help build the network for new starters in the industry).
The times and dates are fixed to enable you to plan ahead around rosters, diaries etc – If you would like to have more flexibility on the dates, times and content refer to our private options.
About CX Skills
CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
Pricing and Payment Options
The Create Amazing Call Centre Team Leaders training course facilitated live by Marc Carriere is just $1,997 ex GST for 8 hours of facilitated learning delivered over 4 x 2-hour modules.
The rate includes:
- 4 x 2 hour live facilitated sessions by Marc Carriere.
- 6 Months access to the ‘Creating Amazing Team Leaders online course ($1,497 Value)
- 18 Resources, Tools and Templates you can download ($1,825 Value)
- 15 Bonus Micro Training videos ($975 Value)
Bonus! Purchase 2 or more tickets in the same transaction and save 15%.