Certified Call Center Coach Program
Duration
4 Days
Program Objectives
- Understand definitions of training, coaching, mentoring and counseling
- Understand Call Center Agent Life-cycle
- Develop and implement an effective coaching programs in call center environment
- Understand The benefits of coaching and counseling in the workplace
- Understand the characteristics of effective coaches and counselors
- Define employee development process road map
- Discover the Characteristics of feedback process
- Identify ways to think creatively and work towards creative solutions
Program Tracks
- Important Definitions
- Call Center Best Practice Model for coaching and counseling
- The benefits of good Coaching and Counseling
- Why leaders avoid coaching and counseling?
- The Development Process - road map Feedback preparation Process
- Characteristic of effective feedback
- EARS Model for effective listening
- The GROW coaching Model
- Preparation of Coaching sessions
- Improvement action plan
- Coaches Best Practice
- Coaching / counseling simulations
- Case studies & role-plays
Delivery Methods
On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)
In-Person - Public (Courses that announced in our training calendar)
Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)
On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)
