CALL CENTER COACHING – MAKING IT HAPPEN™
Online and Classroom Learning for Blended Impact Take advantage of the efficiency of online learning together with the effectiveness of the classroom experience in this flexible and powerful program. It was built to accommodate both your time-constraints and your budget! |
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management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
Call Center Training that Works!
Overview of CALL CENTER COACHING – MAKING IT HAPPEN™
Do your supervisors and managers need help boosting
employees to top-notch performance? That's why we've
created a communications program for supervisors and
managers. Making It Happen™ was designed as a learning
process rather than a training event. It's based on accelerated
learning methods which help adults quickly learn skills and
change behavior.
Take a look at the outline below to see the topics we cover.
Benefits
Making It Happen™ teaches team leaders, supervisors, and managers how to coach and
reinforce skill use on the job. They'll learn to create a positive work environment and build a
top-performing team.
Audience
The perfect course for contact center supervisors and managers of:
• Sales representatives
• Customer service representatives
• Technical support and help desk representatives
• On-line services and e-mail support representatives
Program Topics
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Do your supervisors and managers need help boosting
employees to top-notch performance? That's why we've
created a communications program for supervisors and
managers. Making It Happen™ was designed as a learning
process rather than a training event. It's based on accelerated
learning methods which help adults quickly learn skills and
change behavior.
Take a look at the outline below to see the topics we cover.
Benefits
Making It Happen™ teaches team leaders, supervisors, and managers how to coach and
reinforce skill use on the job. They'll learn to create a positive work environment and build a
top-performing team.
Audience
The perfect course for contact center supervisors and managers of:
• Sales representatives
• Customer service representatives
• Technical support and help desk representatives
• On-line services and e-mail support representatives
Program Topics
- It’s Who You Are—Coaching From Within
• A definition of high-quality coaching
• Understanding the impact of managing with integrity
• Creating a coaching mission statement
The Measures of Success—Tools to Measure Performance
• Understanding productivity and quality measurements
• Setting performance Standards and Objectives
• Evaluating your assessment forms
Aiming High—Setting Team and Individual Goals
• Crafting meaningful goals
• Setting team goals
• Setting individual goals
Tuning In—Tips and Techniques for Observing Performance
• Methods of monitoring performance
• Determining how often to monitor
• Preparing to give feedback
In a Flash—The Art of Giving Quick Feedback
• Praising strong performance
• Refining performance that is almost—but not quite—correct
• Correcting poor performance
Playing It Back—Conducting One-on-One Review Sessions
• Methods of tracking performance
• Analyzing performance
• Leading a review session
Taking It Out—Dealing With Challenging Situations
• Troubleshooting performance issues
• Discussing negotiable performance issues
• Resolving non-negotiable performance issues
Delivery Options
There are a variety of delivery options available
- Use our easy to follow workbook for self-paced training.
- Deliver on location at your facility using an Impact-certified professional facilitator.
- Attend Train the Trainer and deliver the program yourself.
- Work directly with our training designers to customize a classroom or online program
that is specific to your delivery needs. - Online/Classroom Learning for Blended Impact Take advantage of the efficiency of
online learning together with the effectiveness of the classroom experience in this
flexible and powerful program. It was built to accommodate both your time-constraints
and your budget!
Want more Information on this program? Phone us at 940-725-0057 or Email Us
| Studies have shown that training alone increased productivity by 22.4%, while training plus coaching increased productivity by 88%. Source: International Personnel Management Association A Xerox Inc. study showed a paltry 13 percent of skills were retained by trainees six months after training if managers failed to provide coaching and support as the skills were being applied. The Clemmer Group "35% of call center employees who don't receive regular coaching look for another job within 12 months. But just 16% of those with good coaches expect to jump ship" Business Week |
| How Important is Coaching Training? |
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I was winging it as a supervisor. After going through it I feel more confident about being a coach and coaching my reps." Gerry Lopez Supervisor Inland Empire Health Plan |
