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The College of Call Center Excellence

Coaching for Performance

Coaching for Performance

The Coaching for Performance course has been designed to provide the training, techniques and tools required to sustaining and improving agent performance. During the course we will review the role, responsibilities, and characteristics of an “effective” call center coach - the kind of coach who makes a real impact on agents' lives and on evolving agents' performance.

We will use various tools and approaches for improving performance, including analyzing gaps between goals and actual performance. The course provides tips and techniques based on the BenchmarkPortal coaching model.

This course will also focus on communication techniques and creating a strategic plan for all levels of performers. Finally, we will take a close look at agent retention and the impact of reward and recognition on performance, engagement and ultimately retention of talent.

Participants are encouraged to share their most challenging agent performance issues with the facilitator prior to the start of the course. Throughout the duration of the course, the facilitator will weave these performance issues throughout the delivery of the program and provide suggestions for creating a winning coaching strategy.

In this workshop, you will:

  1. Review and identify the role, responsibilities, and characteristics of an “effective” coach.
  2. Match management expectations of using call center metrics and the impact on agent performance.
  3. Perform a gap analysis to identify actual agent performance vs. desired performance.
  4. Examine successful communication techniques to strengthen agent performance, build confidence and rapport, deliver a more impactful and efficient coaching session.
  5. Compare and contrast the needs of new stars, rising stars, super stars, and falling stars (different tenure, different performance levels).
  6. Practice and Application: Develop an effective coaching strategy and plan for different agent types.

EARLY BIRD DISCOUNTS!

Live Online Courses:Take 10% off - Register One Month Before Course

(Discount code shown on the course page, if it is no longer there, then it has expired)

CFP Live Online - Jun 15 - 17, 2016

$599.00

  • Date:Jun 15 - 17, 2016
  • Location:

    Live Online - Via Web Meeting
    3-Days, 2-Hours each day 

    During your time zone listed below 
    8:30am - 10:30am PT
    9:30am - 11:30am MT
    10:30am - 12:30pm CT
    11:30am - 1:30pm ET

More Info
CFP Live Online - Aug 3 - 5, 2016

$599.00

  • Date:Aug 3 - 5, 2016
  • Location:

    Live Online - Via Web Meeting
    3-Days, 2-Hours each day 

    During your time zone listed below 
    8:30am - 10:30am PT
    9:30am - 11:30am MT
    10:30am - 12:30pm CT
    11:30am - 1:30pm ET

More Info
CFP Live Online - Dec 7 - 9, 2016

$599.00

  • Date:Dec 7 - 9, 2016
  • Location:

    Live Online - Via Web Meeting
    3-Days, 2-Hours each day 

    During your time zone listed below 
    8:30am - 10:30am PT
    9:30am - 11:30am MT
    10:30am - 12:30pm CT
    11:30am - 1:30pm ET

More Info

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
ARAG GROUP