How to Assess and Coach Contact Centre Agent Performance training course
Frontline employees (aka contact centre agents or call centre agents) 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 to maximise efficiencies and ensure customers receive a great level of customer service.
At the same time, Team Leaders face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration (everyone scoring the same way) and articulately communicating and trying to uphold the organisation’s standards.
The How to Assess and Coach Contact Centre Agent Performance 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 and techniques to measuring agent performance as well as 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 and provide them with the confidence to tackle any coaching situation.
Course attendees are provided with insights and ideas on how to measure individual and Team Performance across both Quality and Productivity dimensions (both are important!) and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ coaching situations.
How to Assess and Coach Contact Centre Agents training course fast facts:
In the How to Assess and Coach Contact Centre agents course, we work through four interrelated modules that build know-how and skills around Agent Coaching:
Who should do this course?
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 How to Assess and Coach Contact Centre Agent Performance training course will provide course attendees with a structured process on how to assess the performance of a contact centre agent and then coach them for improvement. The course is ideally suited to:
- Team Leaders who aren’t sure how they should be measuring the performance of their employees.
- Team Leaders who haven’t been taught a structured process on how to provide feedback and coach for improvement.
- Team Leaders who lack confidence in how to coach (very common!)
- Contact Centre Managers looking for insights into the right way all contact centre agents should be measured for performance and coached.
- Quality Assurance Team members who want to understand more about how the coaching elements of the QA process.
Public or Private training options
The How to Assess and Coach Contact Centre Agent Performance training course is typically delivered over 2 x 4-hour sessions with both public and private training options available.
The How to Assess and Coach Contact Centre Agents course is delivered as two 4-hour modules across two consecutive days.
The times and dates are fixed to enable you to plan ahead and you can see the available dates at the bottom of the page – simply purchase a ticket (or tickets) to the most suitable course dates.
As well as learning from a global expert, being a public course means you’ll also have a chance to hear and learn from others in the course and build your professional network!
View upcoming public courses at the bottom of this page!
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 larger groups of Team Leaders/Managers within your business (a great way to get everyone on the same page at the same time!).
Our private courses can deliver the same course with dates and times to suit you with a single, full day also an option.
About Your Trainer, Daniel Ord
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
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 achieve success.
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.
Recent Course Testimonials
The How to Assess and Coach Contact Centre Agent Performance is a popular course as it’s an area where most Team Leaders are unsure of the right ways to measure the performance of their employees and they typically 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!”
About CX Skills
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.
Pricing and payment options
The How to Assess and Coach Contact Centre Agent Performance training course is $797 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 purchasing 2 or more tickets in the same transaction (note: the discount will be applied on the final checkout page).
- Volume discounts apply for training a whole team (great for putting all your Team Leaders through the learnings at the same time). Contact us for pricing and availability.
Tickets to the How to Assess and Coach Contact Centre Agent Performance training course can be purchased online using a credit card or by requesting an invoice (you can choose your preference on the checkout page).
See the bottom of the page for upcoming dates to purchase a ticket.
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
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.
Purchase a ticket now
Purchase tickets to the upcoming public How to Assess and Coach Contact Centre Agent Performance training courses below (click on the dates below to learn more about the course, see the exact dates and times and purchase tickets).
Learn how to assess and coach Contact Centre Agents for performance in this May 2024 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!