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How to Monitor and Coach Contact Centre Agents

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.

Supervisors and Quality Assurance work hard to coach their Team Members to higher levels of performance.

At the same time, they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organisation’s standards.

This course addresses the business reasons for coaching, practical guidelines for making time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process.

Participants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and leave this course with confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.

How to monitor and coach contact centre agents course

How to coach contact centre agents course fast facts:

  • 2 x 4-hour modules delivered in consecutive days

  • Perfect for Team Leaders (emerging and existing), Managers & Quality Assurance members. 

  • Public and private training options available

  • All delivered live & online by Daniel Ord, the world’s top Contact Centre trainer!

Who should do this course?

how to coach call centre agents training

Learning how to coach contact centre agents is one of the most critical elements of a leaders job in a contact centre yet it’s a skill that is often not fully understood and seldom learnt.

The How to Monitor and Coach a Contact Centre Agent 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:

  • Contact centre agents being prepared to step into a leadership role
  • Existing Team Leaders who haven’t been taught a structured process on how to provide feedback and coach for improvement
  • Contact Centre Managers
  • Quality Assurance Team members

Seven modules delivered over 2 x 4-hour sessions:

Session 1 – Monitoring, Understanding Performance Standards & Calibration

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.

Module 1. Organisational Design

  • How Organisational design and call centre size impacts quality
    • General management vs. Specialist Roles
  • Comparing & contrasting the roles of Quality Assurance & Team Leaders
    • How they can best work together without inefficiency

Module 2. Monitoring

  • The 4 Strategic Objectives for Monitoring
    • It’s about more than Agent Development
  • The 4 Classic Forms of Monitoring
    • The pros and cons of each and how to use them

Module 3. Understanding Performance Standards

  • Where do Performance Standards come from?
  • The role of Compliance vs. Caliber and what this means to scoring and coaching
  • Why Customer Satisfaction & Monitoring scores don’t always agree
  • The 4 critical pieces of documentation for Performance Standards
    • Why you need these 4 pieces of documentation for coaching

Module 4. Calibration

  • Defining the who/what/when and how of Calibration
  • The 4 levels of Calibration and how each one works
  • Why Customer Satisfaction & Monitoring scores don’t always agree

Session 2 – Teaching, Coaching & Managing Frontline Performance

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.

Module 5. How to Teach

  • Why being a good Teacher helps you become a great Coach
  • How to Teach a Performance Standard
  • How teaching fits into coaching

Module 6. How to Coach

  • The definition of Coaching
  • Coaching best practices
  • Using Level 2 coaching to change behaviour
  • The 7 Step Process for Level 2 coaching
  • Dealing with difficult Coaching situations
  • Using performance management techniques

Module 7. Wrapping it up with overall agent performance

  • How to evaluate Agents across both Productivity & Quality dimensions

About Your Trainer

Your trainer for the How to Coach Contact Centre Agents training course is Daniel Ord from OmniTouch International – the leading Contact Centre & Customer Experience trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

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), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on LinkedIn.

Learn how to coach call centre agents by Daniel Ord


The How to Coach Contact Centre Agents course is a popular course as it’s an area that most 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:

“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!”                    

how to give feedback to call centre agents

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.

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How and when its delivered

The How to Coach Contact Centre Agents course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The How to Coach Contact Centre Agents course is delivered as two 4-hour modules in consecutive days.

Being public, it’s a great way to hear and learn from others in the course (and build your network!) as well as being a cost-effective model for small numbers of attendees.

The times and dates are fixed to enable you to plan ahead and typically we run this course once a month. If you would like to have more flexibility on the dates, times and content or need to training larger groups refer to our private options.

Private Courses

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 (can be great to get all your coaches on the same page at the same time!).

Our private courses can deliver the same course with dates and times to suit you and we can also include more specific role-plays based on your business rather than generic ones we use in our public courses.

Learn more about our private training options >

Pricing and Payment Options

The How to Coach Contact Centre Agents is just $497 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions).

Want to register more than 5 staff? Save 10% when booking in the same transaction (note: the discount will be applied on the final checkout page).

Upcoming public How to Monitor and Coach Contact Centre Agent training courses:

We are expected to next run this course in Feb 2021 with the exact dates to be confirmed soon. If you would like to enquire further about our private training options for this course please contact us on 03 9008 7287 or send us a message >