Call Center Campus New Orleans

Call Center Campus Coaching for Performance – Apr 4 – 7, 2017




15 in stock

Product Description

Call Center Coaching for Performance Workshop

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.



  • Communication
  • Observing Performance
  • Performance Management
  • Assessing Development
  • Performance Gap Analysis
  • More Communication
  • Managing the Generations
  • Coaching the Stars
  • Coaching Discussions
  • Building Action Plans
  • Recognition, Reward & Retention
  • Team Building
  • Time Management

Registration Includes:

  • Complimentary attendance to the Call Center Campus Symposium
  • 2-day workshop
  • Networking Reception & Awards Ceremony
  • Networking Breakfasts and Breaks
  • Course handbook
  • Certificate of completion


Tue. April 4Fri. April 7, 2017

Everyday: 8am Continental Breakfast

  • Apr. 4 | 8am – 5pm – Training
  • Apr. 5 | 8am – 7:30pm – Training/Reception
  • Apr. 6 | 8am – 6:30pm – Symposium/Reception
  • Apr. 7 | 8am – 12:15pm – Symposium
    *Symposium not required for certification


Harrah’s New Orleans Hotel
228 Poydras St
New Orleans, LA 70130

Harrah's New Orleans Hotel

This Training Workshop is Part of our Call Center Campus Event

About The Symposium

Call Center Campus TimelineThe Call Center Campus Symposium offers sessions that provide a hands-on learning environment. Attendees can obtain new skills, reflect critically on their work, and learn from other individuals and organizations confronting dilemmas similar to their own. At the same time, call center leaders can learn how to raise their best practice skills to new levels, while sharing their best practices with peers.

BenchmarkPortal intends that attendees gain new and practical insights, as well as strategies that contribute to their organizations’ strengths and sustainability. The training at the Call Center Campus Symposium should also enhance individual leadership skills of attendees. As a Call Center Campus attendee, not only will you benefit from the opportunity to interact with your peers, BenchmarkPortal Experts, and other industry leaders, but you will walk away with incredible tools that can be immediately applied in your center. Our mission is to create a significant networking event for the call center industry – one that focuses on networking and building relationships and that does not require exhibiting or catering to end-users. This event focuses on core topics, hands-on learning, increasing one’s knowledge of best practices and driving success in your career and center.


Harrah's New Orleans Hotel and Casino

You will be responsible for confirming your own lodging needs. Call Center Campus is being held at Harrah’s New Orleans Hotel and we have secured a fantastic discounted hotel group rate. This hotel is unlike any Harrah’s you have seen before!
Nightly Rate: $139 per night** (not including tax & resort fees)
Booking Nights Available: Sunday, April 2, 2017 – Thursday, April 6, 2017
Hotel Location: 228 Poydras St, New Orleans, LA 70130, View Map

**Bookings must be made no later than March 2, 2017 to receive our special discounted group rate. After that date our room block will be released. Rooms will be available depending on hotel availability and will be priced at the current rate at that time.

Nearest Airport & Directions
  • Louis Armstrong New Orleans International Airport – 30 minutes to Harrah’s New Orleans: Map Link
  • Taxi or Shuttle Service to Harrah’s from Airport: Harrah’s does not provide shuttle service to and from the airport. Taxi fare to and from the airport is normally no more than $40 one way. The airport is approximately 15 miles from the hotel. The shuttle service available at Louis Armstrong International Airport is Airport Shuttle and they may be reached from 7am until 7pm daily at 504-522-3500. The one-way fare is approximately $25.00. You may also purchase tickets online at “A” Airport Limousine Service is located at 900 Airline Drive, Kenner, LA 70062 and can be reached at 504/305-2450.

Those who desire to reinforce or improve their skills, knowledge and capacity to understand the art of coaching to develop agents would want to participate in this workshop.  This workshop offers coaching skills to those acting as coaches to influence agents and identify their potential by reviewing coaching tools, techniques, performing exercises and assessing the results with the class.


Day 1

  • Communication
    • Review and identify the role and responsibilities of the call center coach
    • Describe the characteristics of an “effective” coach
    • Two-way communication, Listening styles and tips to improve listening skills
    • Determining communication styles
  • Observing Performance
    • Measuring and observing performance through behaviors and data
    • Coaching for Performance Model: Focus, Execute, Finish
  • Performance Management
    • Compare and contrast performance metrics with performance management
  • Assessing Development
  • Performance Gap Analysis
    • Examine the current performance in order to determine the gap between what is desired versus the current actual performance
    • Create a gap analysis to determine steps needed to reach target performance
    • Tools to effectively identify why performance gaps exist


Day 2

  • More Communication
    • Identify subtle communications techniques that can strengthen or damage agent performance
    • Identify key phrases to build confidence and rapport
    • Discuss Common communication challenges and how to take action
    • Body Language
  • Managing the Generations
    • Identify specific needs of the different generations and how to address them
  • Coaching the Stars
    • Examine characteristics of new stars, rising stars, super stars, and falling stars
  • Coaching Discussions
    • Determine successful motivating phrases to be used during feedback and coaching
    • Methods to construct effective coaching conversations
  • Team Building
    • Review successful motivation techniques used in call centers
  • Recognition, Reward & Retention
    • Learn different techniques to reward & recognize agents to celebrate success
  • Time Management

Day 3

  • Building Action Plans
    • The next step:  Building an effective Individual Action Plan  - Create a strategic plan for all levels of performers to include team building, retention, why agents stay or leave and motivation techniques used in call centers.
  • Practice and Application
    • Examine the performance for different agent types and create a performance analysis for each agent
    • Create a coaching plan to sustain and/or improve performance for each agent
  • Course Review


EARLY Bird Discount:

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COE Preferred Partner Discount:

Center of Excellence Members - 15% off. Please contact your relationship manager or review your certification notification letter to get your preferred partner discount code. Discounts cannot be combined with other offers or discounts.


Group Discounts:

If you have 2 or more individuals that would like to take the call center training course, please contact us for a group discount! 1-800-214-8929 Ex. 1 or Email Us Today. Group discounts cannot be combined with other offers or discounts. Groups must all be submitted and registered at the same time in order to receive the group discount.

Live Online Course Cancellation Policy:
  • All students attending a Live Online course have up to thirty (30) days before start date to cancel registrations for a refund. Any cancellation within 30 days will become a credit for a future live online course. Credits must be used within one year (12 months of issue).
  • Any cancellations or transfers within 14 days before the course will incur a $50 late cancellation/transfer fee. This fee will be deducted from your credit.
  • In rare instances, a course will be rescheduled or postponed:
    • BenchmarkPortal will provide you at least 24 hours notice
    • You may receive a full refund or we can issue a credit for your company
    • In the event that we do have to cancel a training course at the last minute, your relationship manager will contact you to either reschedule you in to an alternate course or provide you with a full refund of the course price.
  • No shows will also pay full course rates.
Purchasing Information:
  • Full payment is required 1-day prior to attendance.
  • If you are purchasing more than one course with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit).
General Information:
  • After completion of a Live Online Course, you will receive by email a Certificate of Completion.
  • Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.
  • The recommended internet speed is 2 MB & the minimum speed is at least 512 KB for the download speed on DSL or Broadband connection (wired or wireless).

"This course was truly informative and will help me as I am a new manager." September 2016 Attendee

"The instructor was very pleasant and kept me engaged. I appreciate that he went over things I didn't understand." September 2016 Attendee

"The course was fantastic, very informative!" Joe Humphry, Assosiate Sales Manager - September 2016

"The training was very interactive. The instructor was open to all discussions and i felt really involved every step of the way. The training was the right length (duration) and i enjoyed interacting with the group." Ken Raymond, Ontario Public Service, Supervisor - August 2016

"BenchmarkPortal's Training was awesome, hands on, class participation, wonderful instructor." Denise MacMaster, Manager, Shared Services at The Doctors Company - August 2016

"I really enjoyed the course I appreciate the opportunity to gain the knowledge I have the past 2 days. I've enhanced my knowledge of coaching individuals to perform and focus better." Call Center Campus New Orleans Attendee - April 2016

"A wonderful experience from start to finish. So much valuable knowledge from both the instructor and my peers. Would definitely recommend to others." Patty Lewis, AVP Customer Service, USHealth Group - Call Center Campus New Orleans Attendee - April 2016

"There were a lot of great practical applications to help address coaching and performance issues." Call Center Campus New Orleans Attendee - April 2016

"I thought the information and the trainer were great! I am required to provide a summary of my experience to my Vice President, and it will include a glowing review!" Online Training - July 2015

"I loved this course. The methodology options provided will be invaluable for coaching sessions to assist in reaching the desired result in behavior change. I particularly enjoyed conferencing with other contact centers, hearing about the similar experiences regardless of the size of center and the location and hearing fresh ideas. Great stuff!" Spencer, Customer Care Supervisor, Egis Projects Canada - July 2014

"This class was great. I learned a lot and will utilize the tools from this course. Thank you. Jessica Stuckey, Sauder - July 2014

"This was excellent training. the instructor was wonderful. the handouts and slides were on point." Online Training - July 2014

"This was a great eye opener and refresher on topics. Although I don't currently have direct reports, this was helpful for learning to better communicate with co-workers and internal/external partners." On-Site Florida Attendee - April 2014

"I enjoyed hearing about what other companies have done to create more success." On-Site Florida Attendee - April 2014

"Very informative; and much needed... for my team and my management. Hopefully we can share with advocates/employees and use collectively across our department." Twanda Haywood, Supervisor Agent Service Center - April 2014

"I loved the coaching examples. They were very realistic and issues I can easily relate to and transfer into coaching issues I address daily." Valerie Jefferson, Director, North Tele-direct - April 2014

American Family InsuranceDesjardins Cards ServicesDelta Dental of California
State of North CarolinaHewlett PackardColumbia Sportswear
RedboxSirius XMEgis Projects Canada
IBMState of GeorgiaPitney Bowes
Bright HorizonsSafe AutoState of Michigan
Booz Allen HamiltonMcKessonBank of America
Sierra HealthBoeingMedtronic
VerizonJohn DeereAT&T
PerrierUrban OutfittersNestle
Chicos FAS IncEdfinancialCisco
AAA ClubsHarris BankNationwide
Choice HotelsRide UTAGAF
University of MichiganHyattMazda
3MPLATO LearningTD Ameritrade
Principal Financial GroupWilliamson-Dickie Mfg. Co.Georgia Perimeter College
Veterans Administration Health Resource CenterNational Government Services/WellPointEgis Projects Canada Inc.
Atlantis Resort & CasinoGeorge Mason UniversityEmployees Retirement System of TX
KPMGCitizens Energy GroupEmaratech
Capital Market Authority, CMANutri-Health SupplementsOxford Properties Group
Gift Certificates.comRoyal Credit UnionSXC Health Solutions
BroadStarAlbridge SolutionsRCI
VerifoneMetro Credit UnionVistaPrint
Forethought Life Insurance CompanyIndianapolis Power & LightViracor-IBT Laboratories
Dayton Power & LightMotion Picture & Television FundDepartment of Treasury
NorthWestern MutualSmith Haynes & WatsonUnited Healthcare
HerbalifeUnited States Coast GuardSecurity Assistance Corporation
SymcorPortico BenefitsNIPSCO
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