Call Center Training Associates is committed to providing meaningful training workshops and experiences to forward the development of quality specialists, team leaders and supervisors who perform call observations, feedback and coaching to the frontline call takers.
The objective of the Quality Coaching Workshop is to enhance the delivery skills when providing feedback to agents, based on their call monitoring results. Additionally, participants learn the fundamentals of performance management using your company’s recorded calls and quality monitoring evaluation tools.
The Coaching Workshop is divided into three modules, as follows:
I. Principles of IMPACT Call Coaching:
In this module, participants learn techniques to plan and deliver effective call coaching:
Identify target behaviors
Prepare questions for self-analysis
Assess for SKILL versus WILL
Connect to call center and company goals