Call Center Training Coaching


	Call Center Coaching Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees and reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. This program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-S certification. The perfect course for: Telephone sales supervisors. Telephone customer service supervisors. Technical support and help desk supervisors. On-line services and e-mail support supervisors. Select one of the following formats to get detailed information about the program: Instructor-led Blended Learning

Outline - Blended Learning

Impact's supervisor training program, Making it Happen™ teaches your supervisors, managers, and team leads all the skills they need to coach their reps to perfect sales and support calls.

Examples - Blended Learning

View sample pages of the online version of Making It Happen™

Call Center Coaching sample pages

This program teaches your supervisors and team leads all the skills they need to be professional coaches.

The instructor-led portion of the blended learning gives participants the opportunity to review exercises, practice skills, and role-play various coaching scenarios. They'll learn how to create a positive work environment and build a top-performing team.

Delivery - Blended Learning

This program is also available in an instructor-led format.

Certification

Certification provides learners with positive feedback and recognition. It provides you with the knowledge that your supervisors have the skills and ability to provide professional coaching. This certification program also provides:

recognition of competence.
standard of competence for all representatives.
reward for work well done.
visible measure of competence to others who evaluate your contact center.

This program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-S certification. For more information call 805-781-3283 or 800-545-9003.

Related Links
Impact Certification
Industry Certification

Participant Testimonials

Invaluable! Coaching is a complicated task and in order to do it correctly, it must be taught. Knowing a job isn’t everything. Being a SME doesn’t necessarily make you an effective coach. It’s about effective delivery and knowing how to follow-up.
Melanie Avison-Hamer
Mgr.-SHBP, Horizon BCBS

Prior to this program, I was winging it as a supervisor. After going through it I feel more confident about being a coach and coaching my reps.
Gerry Lopez
Supervisor, Inland Empire Health Plan

This is the best program I have ever attended. It applied to my life as a manager and gave me the tools I need and can use TODAY to help my bankers succeed. Julie – thank you so much!
Debbie McGuire
VP, Frost Bank

Success Story

Inland Empire Health Plan wanted to ensure that their supervisors were doing everything possible to help representatives deliver quality service. Supervisors from three departments attended Impact Learning Systems training program for monitoring and coaching. An Impact coach then worked with supervisors in one of the departments.

Teams where the supervisor had received training and Impact support scored 37% higher on their monitoring forms than did representatives from other teams.

For the complete story…

Outline - Instructor-led

Do your supervisors and managers need help boosting employees to top-notch performance? That's why we've created a communications program for supervisors and managers. Making It Happen™ was designed as a learning process rather than a training event. It's based on accelerated learning methods which help adults quickly learn skills and change behavior.

Take a look at the following workbook outlines to see the topics we cover:


	Examples - Instructor-led

Delivery - Instructor-led

Purchase a ready-to-use trainer’s manual, attend a Train-The-Trainer workshop, or let one of our Impact-certified trainers deliver the training at your location.

The Making It Happen™ participant’s workbook is easy to follow and full of examples, exercises, and job aids for practice on the job. The classroom sessions are also full of meaningful interaction.

Participants put their learning into practice with the help of job aids, extensive coaching, and 21 valuable on-the-job exercises that can be completed while handling live calls. Your supervisors and team leads will learn valuable coaching skills at an affordable price.

For additional exercises, role-plays, and job aids, work with one of our designers to customize the program to meet your job-specific needs. For information on customizing this program call us at 805-781-3283 or 800-545-9003.

This program is also available in a blended learning format.