Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This workshop is a hands-on session for intact call center teams of managers, supervisors and team leads (coaches). The workshop is designed to calibrate call quality standards and insure to what degree calls meet performance expectations. A master facilitator observes and facilitates the process and gives feedback/coaching to each participant and to the team.

What will you learn?

Utilizing a call evaluation form, coaches listen to agent's live or taped calls. Calls are then evaluated against established call quality standards using a call quality evaluation form. The coaches evaluate to what extent the call met quality standards and calibrate their "ratings" to insure uniform evaluations. They also agree on the appropriate feedback for the agent.

Key Learning Points

Calibrate Call Quality Ratings Among Team Members
Effective Feedback/Coaching Methods
Call Quality Standards For Your Call Center

Modules

Define and Calibrate Call Quality

Refresh/review Call Quality standards
Update evaluation form based on all quality standards
Observe calls and evaluate against standards
Calibrate call quality ratings and gain consensus

Agent Feedback and Coaching Role-play

Review 5-Steps to Agent feedback and call quality coaching
Role-play - Agent coaching session
Calibrate quality of the agent coaching role-play session

Coach the Coaches

Schedule 1-hour+ session for each of your coaches. Our Master Trainer will calibrate call quality and observe your coach handling a coaching/feedback session with the agent.
After the coaching session is completed our Master Trainer will provide feedback and we'll coach your coaches.

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.

Prerequisites: Coaching Skills for Call Center Leaders