Coaching in a Call Centre

Group Structure

This highly practical programme is facilitated to groups of not greater than twelve (12) people. This allows each delegate the opportunity to practically implement what is covered in the training programme and develop processes, tools and templates that can be used on an ongoing basis customised to specific needs.

Programme Purpose

The purpose of the Coaching Workshop is to ensure that the theoretical aspects of coaching in the call centre environment are understood and applied within the specific context of the delegates’ work environment. The principles and theory of coaching in the call centre environment are reviewed and existing coaching processes are analysed to ensure that the objectives are being achieved and skills transfer is taking place.

The principles of successful coaching are discussed and delegates will have the opportunity to conduct coaching sessions based on recorded calls which they have assessed.

Through the identification of the skills gaps and areas for development, a coaching plan must be documented in order to ensure skills transfer occurs through the coaching process.

Delegates therefore have an opportunity to prepare and conduct a coaching session. Feedback based on a comprehensive assessment checklist will be provided by the facilitator as well as the other delegates. Communication issues which are impacting on the overall success of the coaching and the achievement of the objective of the interaction will be identified.

Input is provided on documenting a coaching session to ensure that sufficient preparation has taken prior to the coaching session and to ensure that the outcomes have been achieved as a result of the coaching

Course Title: Coaching in the Call Centre

The 2 day training programme is targeted at:

• Call centre team leaders and supervisors
• Call centre managers
• Quality assessors
• Coaches

Course Content

Module 1 - Understanding Coaching in the Contact Centre

• The Principles of Adult Learning
• What is Coaching?
• The Benefits of Coaching
• Roles and Responsibilities of an Effective Coach

Module 2 - Effective Coaching

• Effective Coaching Techniques
• Listening
• Questioning
• Emotional Intelligence and Empathy
• Confrontation
• Providing Feedback

Module 3 - Being an Effective Coach

• The Coaching Process
• Principles of Coaching
• Communication Barriers
• Lack of Credibility
• Rapport Issues
• Tone of Voice and Body Language
• Poor Listening Skills
• Unsuccessful Use of Language
• Inter-cultural Barriers
• Dealing Effectively with Conflict

Learning Outcomes

It is recommended that the Quality Assurance Programme be trained in conjunction with the Coaching Programme. On completion of the total of four days of training, the following learning outcomes will be achieved from the training provided:-

Overview of Performance Management in a call centre

• Describe the purpose and benefits of performance management
• Explain the different types of performance monitoring
• Explain the quality monitoring process
• Explain the various quality monitoring methods and tools
• Integrate your call centre’s quality monitoring criteria with the voice and communication assessment criteria.

Overview of Coaching Practice

• Describe the purpose and benefits of coaching.
• Prepare for a coaching session.
• Conduct quality monitoring by scoring recorded calls using your call centre’s defined quality monitoring criteria
• Evaluate and identify the needs of the individual

Conduct coaching

• Demonstrate coaching skills
• Document a coaching action plan

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