COACHING CALL QUALITY SKILLS FOR CALL CENTER LEADERS

Workshop Goals

• Analyze Impact of Coaching on Key Measures
• Define Leadership, Power and Influence
• Describe Principles that Drive Motivation
• Self-assess Leadership Behaviors
• Recognize Rights and Responsibilities
• Evaluate and Calibrate Call Quality
• Coach to Different Behavior Styles
• Recognize and Handle Push Back
• Use 8 Steps to Effectively Coach
• Develop a Plan for Continued Success

Course Content

• MODULE 1 First Things First – Why Coach?
• MODULE 2 The Effective Leader
• MODULE 3 Steps to Successful Coaching
• MODULE 4 Evaluate Call Quality and Coaching Exercise
• MODULE 5 Commit to Success

1 - First Things First – Why Coach? - Day 1

• Define Customer Loyalty and the Brand Promise
• Why Coach? Identify the Benefits of and Obstacles to Coaching
• Analyze/Recognize the Impact of Coaching on Key Performance Measurements (KPIs)

2 - The Effective Leader - Day 1

• Recognize the importance of the supervisor/agent relationship as satisfier/dissatisfier
• Define leadership and sources of personal and positional power/influence
• Describe the 10 inter-related principles that drive motivation
• Self-Assessment Leadership Traits/skills

3 - Steps to Successful Coaching - Day 1-2

• Explain the 5 Steps to a Successful Call Quality Evaluation and Coaching Program
• Evaluate Call Quality Standards – Standards by Call Type
• Recognize Rights and Responsibilities – Responsibility to vs for Others
• Care for the Agent – Coach to Behavior Styles
• Use Effective Feedback Skills
• Use 8-Steps to an Effective Coaching Session
• Prepare the “Preparing to Coach Checklist”
• Recognize and Agent Handle Pushback - Exercise
• Practice Coaching Exercise and Coach the Coach

4 - Evaluate Call Quality and Coaching Exercise - Day 3-4

• Use Effective Feedback Skills and the 8-Steps to Evaluation Calls and Coach Call Quality during a Coaching Simulation Exercise

5 - Commit to Success

• Develop A Plan For Continued Success

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