How to Assess and Coach Contact Centre Agents

The How to Assess and Coach Contact Centre Agent Performance March 2023 training course is designed to equip Team Leaders with the skills and confidence to coach including the business reasons for why coaching is so important as well as practical guidelines for how (and why) you need to make time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using a 7-Step Coaching Process that has been used to successfully train thousands of Team Leaders around the world.

Participants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.

Delivered by global Contact Centre expert Daniel Ord, you can be assured this training is global best practice and it will provide Team Leaders with the skills they can implement immediately!

Two half-day (4-hour) sessions with four core modules:

This is one of our most popular workshops – because it’s practical, full of insight and helps people improve their coaching skills – right away! We work through four interconnected and insight-rich modules across our two 4-hour sessions.

Session 1

Module 1. Team Leader Roles & Responsibilities

• Analysing Team Leader roles & responsibilities
• The 5 categories of roles & responsibilities
• Considering where a Team Leader should be spending their time
• How to evaluate contact centre agents across both Productivity & Quality dimensions

Module 2. Monitoring practices that work

• The 4 Strategic Objectives for Monitoring
• The 5 Classic Forms of Monitoring
• The Customer Service Vision and why it matters
• What goes into selecting, defining & measuring Performance Standards

Session 2

Module 3. Calibration and getting on the same page

• Defining the who/what/when and how of Calibration
• The 4 levels of Calibration and how each one works
• Why Customer Satisfaction & Monitoring scores don’t always agree

Module 4. Coaching Practices that work

• The definition of Coaching
• Coaching best practices
• Using Level 2 coaching to change behaviour
• The 7-Step Process for Level 2 coaching