Call Centre Coaching Training

Team Leaders and Call Centre Coaching

Team leaders (TL), are a valuable part of the call centres’ management team. They are required to provide guidance and advice regarding all aspects of their job.

It is a team leader’s responsibility to help agents improve their performance, increase their job satisfaction and develop their careers.

This course was designed to introduce the concept of coaching to call centre team leaders and provide them with the necessary skills to perform this “daily” task.

Siyandza Call Centre Coaching Course

Siyandza Skills Development, an expert in corporate and call centre training, is offering a public call centre coaching course for all individuals who are involved at various levels in a call centre.

Call centre coaches play an important role in the call centre environment. Coaches provide immediate assistance and individualised attention to call centre agents, ensuring the highest level of customer service at all time.

This call centre training course includes everything you need to know for effective and efficient call centre coaching!

By the end of this course learners will be able to:

• Define the benefits of coaching
• Describe the role of a coach
• Identify development areas for personnel within a Contact Centre context
• Outline coaching methodology
• Select appropriate coaching techniques
• Effectively coach Contact Centre personnel according to development needs

Note: If you meet the required criteria, we will assist you in being awarded credits towards the Call Centre Operations Qualification. This will include a concise assessment.

Training Dates 2010

Month	Dates	Registration Info (Click on icon to download)
August	Wednesday - Friday 4, 5, 6	Course Outline Registration form
September	Wednesday - Friday 8, 9 and 10	Course Outline Registration form