Call Center Coaching

In today's customer-focused call centers, results depend on the interpersonal communication skills of representatives. Performance Coaching can make a significant difference in the way reps interact with customers, but few team leaders, supervisors or managers are adeqately prepared to provide objective, effective feedback in this, often delicate, area.

Coaching to Maximize the Human Equation^©sm is specifically designed to address this crucial management challenge. The 2-day workshop provides call center managers, supervisors and team leaders with effective tools for helping their people improve the specific interpersonal communication skills that affect their job performance.

TARGET AUDIENCE

Coaching to Maximize the Human Equation^©sm is intended for call center managers, supervisors and team leaders.

OBJECTIVES

This program enables coaches to apply powerful behavioral analysis techniques to:

Objectively identify, measure and profile the specific interactive behaviors that affect individual and team performance.

Track employees' use of these skills over time.

Provide effective feedback using a proven consultative process, and high-level communication and negotiation skills, to ensure measurable improvement in the specific interpersonal communication skills that affect employees' performance.

Win employee buy-in to the coaching process.

Improve internal and external relationships, collaboration and teamwork.

COURSE DESCRIPTION

Coaching to Maximize the Human Equation^©sm can be delivered in two full-day or four half-day sessions, and is

designed to focus on the employee interactions which are most critical to your organization.

This workshop is built around a Core Module, which introduces the program's coaching process, behavioral models and analytical methods, and links these key elements to the participants' on-the-job experience with the people they lead. Additional modules enable participants to use these models, methods and skills in a broad range of applications and situations.

addresses employees' use of interactive/ interpersonal skills, in terms of their effect on job and call center performance.

INSTRUCTIONAL STRATEGIES

Coaching to Maximize the Human Equation^©sm integrates behavior modeling with statistical behavioral analysis. The combination lets participants see how their coaching skills measure up to the program's success model, and the precise steps they need to take to improve their employees' performance.

Instructional strategies include highly participative discussions, a variety of small group exercises, video dramatizations and role play coaching simulations with extensive individual feedback. Approximately 70% of classroom time is devoted to skill practice and feedback.

Participants measure their skill development, in terms of the statistical behavioral model, across several, increasingly complex, role plays. They use this information to build personal profiles of their own skill development, as they learn to analyze and profile their employees' interactive skills.

For complete information on Coaching to Maximize the Human Equation^©sm, please contact Joan Krawitz, Director of Learning Resources.

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