Impact Learning Systems

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Call Center Coaching Training

Call Cen­ter Coach­ing Training

Course Con­tent

Mak­ing It Happen™

What’s one of the best ways to have happy sat­is­fied cus­tomers? Have happy, sat­is­fied employ­ees who are eager to go above and beyond to pro­vide great ser­vice. And how do you get employ­ees like that? Through great coach­ing. Coaches are made, not born. If you think about it, most call cen­ter coaches, or front-line super­vi­sors, are pro­moted from cus­tomer ser­vice or sup­port rep and left to fig­ure out what it means to be a great coach on their own.Call Center Training | Coaching

Invest­ing in call cen­ter coach­ing train­ing to help super­vi­sors learn crit­i­cal skills is worth every penny. Good call cen­ter coaching:

  • Rein­forces learn­ing to pro­tect your train­ing investment
  • Improves call quality
  • Keeps costs in line with budget
  • Dri­ves employee satisfaction
  • Increases cus­tomer satisfaction

Designed specif­i­cally for use in busy sales, ser­vice, and sup­port cen­ters, our call cen­ter coach­ing pro­gram, Mak­ing It Hap­pen™, teaches team lead­ers, super­vi­sors, and man­agers how to coach and rein­force skill use while keep­ing ser­vice lev­els high. Par­tic­i­pants learn how to cre­ate a pos­i­tive work envi­ron­ment and build a top-performing team.

The results?

  • Coaches inspir­ing their staff to high performance
  • Pro­duc­tiv­ity and qual­ity mea­sures clearly defined and communicated
  • Employ­ees work­ing toward clear team and indi­vid­ual goals
  • Out­stand­ing per­for­mance iden­ti­fied and recognized
  • Per­for­mance issues iden­ti­fied and corrected
  • Call qual­ity improved, ser­vice lev­els met
  • Lower turnover
  • Hap­pier employ­ees, hap­pier customers

This is the per­fect call cen­ter coach­ing course for super­vi­sors or man­agers of:

  • Inside sales or order desk departments
  • Call cen­ter cus­tomer ser­vice departments
  • Tech­ni­cal sup­port and help desk units
  • On-line ser­vices and e-mail sup­port departments

… or any­one who leads a team of peo­ple who com­mu­ni­cate with cus­tomers by phone or electronically.

Cre­ated by the authors of the McGraw-Hill book, Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees, this call cen­ter coach­ing course will bring new orga­ni­za­tion, direc­tion, and enthu­si­asm to your call cen­ter staff. Learn how today by reg­is­ter­ing for an online demo or call­ing for a free course outline.

This call cen­ter coach­ing pro­gram is approved by the Tech­nol­ogy Ser­vices Indus­try Asso­ci­a­tion (TSIA) for train­ing prior to the CSP-M Cer­ti­fi­ca­tion for sup­port cen­ter man­agers and supervisors.