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.

Supervisors and coaches are the critical link between the agent and the company. Today, more than ever, the principles and tools presented in this course are absolutely essential to every contact center supervisor. In this 2-day course, you’ll learn to spot the signs of a well-supervised center and how to create a performanceimprovement culture.

Price:
$1,695.00

WHAT YOU WILL LEARN

How to improve agent performance
Ways to overcome common coaching challenges
Ways to calculate monitoring scores

You’ll receive the tools you need to understand your purpose and objectives in monitoring and coaching, as well as the most up-to-date methods and best practices in the industry.

Program Outline

Performance Standards

Performance standards should be based on customer and organizational needs
Categorize performance standards into foundation and finesse categories
Characteristics of foundation standards and finesse standards
The value of defining performance standards for a consistent performance improvement program

Monitoring

The purposes of your monitoring program
List varies monitoring methods and the advantages and disadvantages of each
How to make time for monitoring
Elements of an effective monitoring form
Calculate monitoring scores using a variety of scoring methodology
Monitoring data can be used for process improvement, voice of the customer and individual performance improvement

A Performance Improvement Culture

Supervisor’s role in performance improvement
Signs of a well-supervised center
Representatives need to be successful

Coaching

Describe how to make the case for coaching
Articulate the role of a coach in the call center context
Discuss common coaching challenges and how to overcome them
Explain why praise is important for positive performance
Write example praise statements
Identify how to praise more
Categorize performance standards as negotiable and non-negotiable
Identify what to coach after evaluating a call
Describe key elements of an effective coaching model
Prepare for a coaching session

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Date:	Location:
No Scheduled Dates at this Time	N/A

Price:
$1,695.00