Certified Call Center Coach

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