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 how they handle customer contacts can make or break satisfaction, loyalty and efficiencies.
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 performance levels, maximise efficiencies, and ensure customers receive a great level of customer service.
At the same time, team leaders face challenges in making enough time to coach, dealing with difficult coaching situations, ensuring calibration (everyone scoring the same way), 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, as well as different approaches and techniques to measuring agent performance.
It also teaches how to coach successfully using our proprietary 7-Step Coaching Process, which has been used to train thousands of Team Leaders worldwide, providing your team leaders 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:
Very insightful course!
The training was very entertaining, engaging and very insightful. Hearing the group, not just the facilitator (Daniel) 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.
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 frontline employees if every Team Leader has a different opinion about what matters in a call, email or chat.
So, in this module, we discuss the four different ‘levels’ of calibration so that Team Leaders understand how and why they want to work 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?
Your team leaders will be taught the leading practices in coaching specifically in a contact centre environment, providing them with the confidence to handle any coaching situation.
Who should do this course?
Learning how to coach contact centre agents is one of the most critical elements of a contact centre Team Leader’s 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 May 2024 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.
Engaging and Highly Valuable!
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.
Public or Private training options
The How to Assess and Coach Contact Centre Agent Performance training course is typically delivered virtually/online 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.
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 Ord from OmniTouch International, recognised as one of the world’s leading customer experience and contact centre trainers, will teach the How to Assess and Coach Contact Centre Agent Performance training course.
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.
Helpful, practical advice
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.
Engaging and Highly Valuable!
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.
Clarity made clearer!
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!
Very insightful course!
The training was very entertaining, engaging and very insightful. Hearing the group, not just the facilitator (Daniel) 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.
A better Team Leader
This course helps me solidify what I am currently doing. Sometimes I have doubts if I am on the right track when doing coaching but after joining this 2-day course it gave me assurance that I am doing the right things and not only that, it helps me correct the mistakes that I am doing when coaching and also gave me additional inputs to help develop my coaching style as a Team Lead.
Excellent insight into Monitoring and Coaching
Dan was excellent in going through some very insightful and interesting principles on the topics of effective monitoring and coaching. It was a very energetic and informative experience and opened up a lot of interesting opportunities and potential areas for improving our own quality and service excellence programs. In short, great job and kudos to both Dan and Marcus for such an informative course!
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 customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner 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.
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Pricing and payment options
The How to Assess and Coach Contact Centre Agent Performance training course is $798 per person ex GST for 8 hours of facilitated learning (2 x 4-hour sessions) delivered by global contact centre expert Daniel Ord.
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).
Available Discounts:
- Save 15% when booking for two or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
- Volume and Private Bookings – If you’d like to train multiple staff in a private session, please contact us for pricing and availability.
See the bottom of the page for upcoming public dates to purchase a ticket.
How to Assess and Coach Contact Centre Agents – Upcoming Public Dates
Below are all the publicly available How to Assess and Coach Contact Centre Agent courses. Click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card or request an invoice on the checkout page.
If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.