How to Assess and Coach Contact Centre Agent Performance training course

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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 call centre agents course

How to Assess and Coach Contact Centre Agents training course fast facts:

  • 2 x 4-hour online modules delivered in consecutive days.
  • Suitable for any Team Leader/Supervisor managing contact centre/customer service phone-based teams.
  • All delivered live & online by Daniel Ord, the world’s top Contact Centre trainer!
  • Gain confidence in handling all coaching situations with frontline agents.
  • Perfect for Team Leaders (emerging and existing), Contact Centre Managers & Quality Assurance members.
  • Public and private training options available.

Course Modules

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:

  • Module 1 – Team Leader Roles & Responsibilities 

    What is the job of a Team Leader?  Where should their time go?  How can we ensure time for coaching?

    We answer these important questions and more to help Team Leaders build intention & time into their coaching work.

  • Module 2 – Monitoring Practices that work

    How should we monitor?  What’s a monitoring mix?  What’s better – side by side or listening to recordings/reading transcripts?

    The monitoring mix shouldn’t be left to chance.  It’s a thought-out strategy to make sure we’re ‘listening’ to customer conversations effectively.

  • Module 3 – Calibration and getting on the same page

    There’s not much point in coaching Agents if every single Team Leader has a different opinion about what matters in a call, email or chat.

    So we talk about the 4 different ‘levels’ of calibration so that Team Leaders understand how and why they want to be working from the same ‘source of truth’ for organisational quality.

  • Module 4 – Coaching Practices that Work

    This is where the rubber meets the road.  Now it’s time to meet with and talk to our agents.

    How often should we do it?  Which method of coaching should we use?  What’s the pattern or method that works best?

Who should do this course?

How to measure the performance of call centre agents

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.

Learn more about our private training options >

This course is specifically focussed on Assessing and Coaching frontline employees in a contact centre. We have other courses that are also designed for contact centre Team Leaders and Managers including:

About Your Trainer, Daniel Ord

The trainer for the How to Assess and Coach Contact Centre Agent Performance 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 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.

How to assess and coach contact centre agents facilitator Daniel Ord

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.

Helpful, practical advice

9 December 2021
Review of December 2021 How to Monitor and Coach Contact Centre Agents

Thanks Daniel and Justin for running another course full of helpful and practical advice. The lessons learnt in this coaching and monitoring course can be applied to many aspects of our day to day work.

Avatar for Sheree Laursen
Sheree Laursen
Team Leader, Customer Service and Education
PLSA

Engaging and insightful

3 December 2021
Review of December 2021 How to Monitor and Coach Contact Centre Agents

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight. I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways. Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Avatar for Amanda Buisson
Amanda Buisson
Senior Customer Service and Education Officer
Portable Long Service Authority

Clarity made clearer!

8 October 2021
Review of How to Monitor and Coach Agents (Private Course)

Daniel and Marcus were refreshing! We thought that how we do things were already good, but they showed us how it could be better by unlocking all those small locks that would be instrumental to change. I would like to recommend them to all you folks who monitor and coach, as this may be the secret sauce that you need for success!

Avatar for MJ Montemayor
MJ Montemayor
Deputy QA Manager
Virtual Gaming Worlds (VGW Holdings Limited)

Very insightful.

8 October 2021
Review of How to Monitor and Coach Agents (Private Course)

The training was very entertaining, engaging and very insightful. Hearing the group, not just the facilitator discuss their thoughts openly, gives perspectives that connects to the focus points of the training. I loved it.

The training brought so much joy and realization, of how much I personally know about the topics discussed and more importantly about how much i do not know. What comes next, is continuing what I have been doing great, adding and applying the new elements that I have learned and continue to share this experience with the group.

Avatar for Noel Lamadrid
Noel Lamadrid
Team Leader
Virtual Gaming Worlds (VGW Holdings Limited)

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!”                    

View more testimonials for Daniel Ord >

how to give feedback to call centre agents course

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.

CX Skills Australia Training Courses
Excellent5.0★★★★★ Based on 33 reviews fromTrisha BridgeTrisha 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 ownerThanks 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 CavallaroAngela 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 ownerThanks 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! Kira DomanicoKira Domanico ★★★★★ Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.Response from the ownerThanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great! Alison JuchaAlison Jucha ★★★★★ The best course I have taken in 4 decades of customer service.Response from the ownerOh 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 🙂 Yvonne BilneyYvonne Bilney ★★★★★ Great course delivery and awesome techniques to use with customers.Response from the ownerThanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course! K MK 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 ownerThanks 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 LuJoyi Lu ★★★★★ Great company to work with. Excellent training course with trainers that really bring the content to life!Response from the ownerThanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious! EloiseEloise ★★★★★ 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 ownerThanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂 Raheel AlmasRaheel Almas ★★★★★ Highly Recommended!Todd JohnsonTodd 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 ownerThanks 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 LaursenSheree 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 ownerThanks Sheree for taking the time to leave us a review and glad you enjoyed the course! Keira SmithKeira 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 ownerThanks 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 LeonardJamie 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 ownerAwesome 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 IntranetGVW 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. HelenResponse from the ownerThanks 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 RoddJim 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 ownerThanks 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 PetrouliasSam 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 ownerThanks 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 NoortDirk van Noort ★★★★★ Response from the ownerThanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture! Rebecca GossRebecca 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 GossResponse from the ownerWow, 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 RutzMarianne 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 ownerThanks 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 LoweRachael 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 ownerThanks 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 PEva 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 ownerThanks 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 LynchRory 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 ownerThanks Rory, appreciate you taking the time to send us in a review! Lee SiefkenLee Siefken ★★★★★ Game-changing training and insight. Highly recommend CX Skills training program.Response from the ownerThanks 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 GraltonVanessa Gralton ★★★★★ An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.Response from the ownerThanks 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 PowellAdrian 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 ownerThanks 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! js_loader

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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. 

How to manage performance of call centre agents training course

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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).

May 2024 How to Assess and Coach Contact Centre Agent Performance
14
May

May 2024 How to Assess and Coach Contact Centre Agent Performance

14 May 2024
Online via Zoom

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!

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