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 1-day workshop is designed to give the skills, confidence and practice evaluate and coach call quality for other agents. This is a hands-on approach to agent call quality improvement to increase effectiveness now.

What will you learn?

Learn the elements of a quality call and the 3-Steps of Call Quality Coaching and Self-discovery.

Key Learning Points

Understand the value systems that guide and drive behavior
Discover and adapt your leadership styles
Set attainable goals and expectations and give meaningful feedback
Enable your employees to take ownership of and partner in their own growth and development
Develop/update your Call Quality Coaching Checklist
Calibrate Call Quality Evaluation for your Leadership Team Members and Agents

Modules

The Impact of Coaching

Define and Understand the Terms Coaching and Calibration
Explore the Different Coaching Roles and the Impact of Personalities
Examine the Importance of Coaching

Assessing Call Quality

Determine the Elements of a Quality Call
Use Coaching Best Practices and the 3-Steps of Self Discovery
Develop Powerful Questioning Techniques
Use your Call Quality Checklist Effectively
Determine and Agree on Next Steps

Practice Coaching

Practice the 3-step call quality process
Use the Call Quality Checklist

Calibrate Call Quality

Listen to calls and Calibrate Call Quality
Set Up a Plan to Implement the Training

Workshop Environment

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