Who should attend?

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

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.


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