How to monitor and coach contact centre agents

How to Monitor and Coach Contact Centre Agents

$797 AUD per person

Rated 5 out of 5
This How to Monitor and Coach Contact Centre Agents course has an average rating of 5 out of 5 stars
Very good0%

Frontline Team Members/employees 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 contact centre Supervisor/Team Leader and Quality Assurance (if you are lucky!) to work hard to coach their employees to higher levels of performance.

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

This How to Monitor and Coach Call Centre Agents 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 to coaching and 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.

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

How to monitor and coach contact centre agents course

How to monitor and coach contact centre agents course fast facts:

  • 2 x 4-hour online modules delivered in consecutive days.
  • Suitable for any contact centre/customer service environment.
  • 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 Team 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 Team Leaders (or soon to be Team Leaders!) with  a structured process to monitor the performance of a contact centre/customer service agents 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
  • Existing Team Leaders or managers who lack confidence in coaching agents
  • Contact Centre Managers
  • Quality Assurance Team members

Two half-day (4-hour) sessions with four core modules:

This is one of our most popular workshops – because it’s practical, full of insight and helps people improve their coaching skills – right away! We work through four interconnected and insight-rich modules across our two 4-hour sessions.

Session 1

Module 1. Team Leader Roles & Responsibilities

  • Analysing Team Leader roles & responsibilities
  • The 5 categories of roles & responsibilities
  • Considering where a Team Leader should be spending their time
  • How to evaluate Agents across both Productivity & Quality dimensions

Module 2. Monitoring practices that work

  • The 4 Strategic Objectives for Monitoring
  • The 5 Classic Forms of Monitoring
  • The Customer Service Vision and why it matters
  • What goes into selecting, defining & measuring Performance Standards

Session 2

Module 3. Calibration and getting on the same page

  • 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

Module 4. Coaching Practices that work

  • The definition of Coaching
  • Coaching best practices
  • Using Level 2 coaching to change behaviour
  • The 7 Step Process for Level 2 coaching

Looking for other options?

Looking for other options?

Whilst Monitoring and Coaching is a critical skill in any contact centre, knowing how to manage and lead employees can take your team (and your leadership skills) to another level.

We also have a How to Manage and Lead Employees course that will provide participants with the skills to create amazing workplaces arming them with the critical components that make a great leader; Leadership and Management, Empowering Team Leaders to succeed, Performance management & conversations & Employee Engagement and Culture.

View the How to Manage and Lead Employees course >

We also have a range of other courses for Contact Centre Team Leaders and Contact Centre Managers.

About Your Trainer, Daniel Ord

The trainer for the How to Coach Contact Centre Agents 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 he has been a regular visitor to Australia for over 20 years.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).

Learn how to coach call centre agents by Daniel Ord

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 excel.

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 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:

Helpful, practical advice

Rated 5 out of 5
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

Engaging and insightful

Rated 5 out of 5
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!

Rated 5 out of 5
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.

Rated 5 out of 5
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!”                    

how to give feedback to call centre agents

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership-related courses facilitated exclusively by industry professionals.  We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.

CX Skills Australia Training Courses
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
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.
07:00 03 Jun 22
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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 Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Jelena Prenner
Jelena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

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 training course is just $797 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions) as well as a workbook containing key support information.

Tickets can be purchased using a credit card or you can request an invoice – just select your preferred method on checkout.

Available discounts:

  • Save 15% when purchasing 2 or more tickets in the same transaction (note: the discount will be applied on the final checkout page).
  • ACXPA Members save 25% off this course (no further discounts apply). Learn more about joining ACXPA >
  • 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.
Cost of the How to monitor and coach contact centre agents training course

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets for the How to Monitor and Coach Contact Centre Agent training courses:

Select the course dates below to learn more about the course and to purchase tickets.