Training and Coaching
The purpose of this white paper is to help you understand how you can use training and coaching in new and innovative ways to underwrite the success of running a call centre operation.
As we all know, people are both the biggest cost and the major asset of any contact centre operation - so we need to invest appropriately in developing our staff. Whilst it is usual to send new Agent starters on an induction course and train them in the processes and systems that the operation uses, some centres fail to re-inforce the core Customer Service skills through coaching.
We need to remember that the Team Leader role is different to that of being an Agent. Team Leaders need to know how to coach, mentor, and develop their staff. So we need to support new Team Leaders when they are first appointed to a managerial role. Coaching has a role to play so that the Contact Centre Manager can be a role model and re-inforce the right behaviours across all their team leaders.
Even with these elements in place, some centres still fail to achieve the expected imporovement in operational performance. Two questions that you need to ask yourself therefore before commissioning a new training programme are:
- Do you understand the root causes of performance in your centre?
- Apart from the training process itself – what else needs to change to support the desired change?
This free white paper tells you how to 'pull it all together', by applying a combination of diagnostic analysis, training and coaching to deliver people management improvements to your contact centre.
