This programme is aimed specifically at contact centre supervisors and team leaders. The programme builds coaching and communication skills to maintain standards.

Who will benefit: Supervisor roles within contact centres

Duration: Two-days

No. of delegates: Up to 10 delegates

• Phone coaching for each delegate two
  weeks after the programme
• Training Needs Analysis prior to design and
  delivery to establish exact requirements for maximum programme value

• Establishing a set of call standards – what
  they are, their value and how to use them
• How to coach different learning and
  communication styles
• Practise evaluating, coaching and giving
  feedback for actual (pre-recorded) calls
  against the call standards
• Questioning skills
• Dealing with poor performance
• Handling difficult situations
• Video and playback sessions

• discussed communication styles within their team
• appraised some evaluation/assessment forms
• identified the barriers that prevent coaching from taking place or being effective
• practised the coaching cycle
• practised the use of constructive feedback
• written and set S.M.A.R.T objectives
• recognised the interpersonal skills required to be an effective coach