It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded for quality and training purposes” phrase when they call your center. We understand that consistent training efforts and constructive coaching sessions are key components to ensuring the first class experience expected on every customer interaction.

It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded... Read more

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Certification 7 courses 6 h 54 min

$449per user

3. Basics of Coaching
Techniques for Shaping Call Behaviors

Most contact centers are in a constant state of change; hiring new staff, changing processes, or releasing new products or services. If these changes aren’t carefully monitored and managed, service can quickly become inconsistent. Effective coaching is an essential component in maintaining and improving the service you provide to your customers.

In this eight-part course, students will learn:

  • The steps for diagnosing call center performance.
  • The fundamentals of becoming a successful coach.
  • The conversational questioning technique and best practices for listening.
  • The difference between natural and created reinforcement.

Students will also have the opportunity to deliver feedback on three calls via engaging interactions, to reinforce, or correct, agent behaviors for each scenario.

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8 modules 66 min

The Quality Assurance program is designed by call center experts to provide a practical and engaging learning experience. Start today.