On-Site Contact Center
Coaching For Performance Workshop
This course will also focus on communication techniques and how to create a strategic plan for all levels of performers. Finally, we will take a close look at agent retention and the impact of team building, motivation, reinforcement, rewards, and recognition. Participants are encouraged to share their most challenging agent performance issues with the instructor prior to the start of the course. The instructor will weave these performance issues throughout the delivery of the program and provide suggestions for creating a coaching strategy.
In this workshop, you will:
- Review the role, responsibilities, and characteristics of an “ideal” coach.
- Match management expectations of using call center metrics and the impact on agent performance.
- Perform a gap analysis to identify what you have versus what you want in terms of agent performance.
- Examine successful verbal communication techniques.
- Compare and contrast the needs of new stars, rising stars, super stars, and falling stars.
- Create a strategic plan for all levels of performers to include team building, retention, and motivation.
- Practice and Application: Review the performance for five agents.
- Practice and Application: Create a coaching plan to sustain and/or improve performance for each agent.
BenchmarkPortal can improve the performance of your customer service center – – and your career – – with BenchmarkPortal’s College of Call Center Excellence certification training!
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Save on employee travel cost
Minimize time away from work
Call Center Coaching For Performance Workshop Agenda:
- Identify the role and responsibilities of the call center coach
- Describe the characteristics of an “ideal” coach
- List call center performance metrics used to define agent performance
- Compare and contrast performance metrics with performance management
- Define the balance between agent metrics and what agents care about
- Examine the status quo in order to determine the gap between what is desired versus the target
- Create a gap analysis to determine steps needed to reach target performance
- Identify subtle communications techniques that can strengthen or damage agent performance
- Determine visual words and phrases that can be used to replace body language
- Identify key phrases to build confidence and rapport
- Review the top five phrases to avoid when providing feedback to agents
- Determine successful replacement phrases to be used during feedback
- Examine characteristics of new stars, rising stars, super stars, and falling stars
- Describe the components that make call center teams unique
- Outline the reasons why agents stay in a call center and why they leave
- Review successful motivation techniques used in call centers
- Practice and Application – Examine the performance for five agents and create a SWOT analysis for each agent
- Practice and Application – Create a coaching plan to sustain and/or improve performance for each agent
- Course Review
Workshop Includes:
2-day training at client’s location
Course materials and certificates of completion
Up to 15 people – with flexible options to meet your needs
Option To Customize Call Center Training:
Our on-site call center training provides a cost-effective way to optimize training for your specific needs. Our expert instructors can work with you to ensure that the curriculum is geared toward your problems and aimed at attaining your goals — so that you can successfully elevate your contact center to new levels of excellence. A conference call would be set up to discuss and customize the training to your centers needs.
- The instruction can include use of your data and your operational circumstances, for maximum impact
- Teachers will customize the experience by focusing on specific areas of interest to you.