Program Objective:
- Understand the Quality Monitoring Life-cycle , process and methods
- Understand definitions of training, coaching, mentoring and counseling
- Develop and implement an effective coaching programs
- Understand The benefits of coaching and counseling in the workplace
- Understand the characteristics of effective coaches and counselors
- Information type & format and contact data classification
Program Contents and Tracks
Leadership and Organizational Dynamics:
- Fundamentals of leadership in call center dynamic
- Call Center org chart “your engine”
- Strategic Goal Setting
- Most important criteria when hiring leaders
- Leaders Roles and Duties in call center context
- Top Measurements for evaluating Leaders Performance
Quality Call Monitoring Life-cycle:
- What is Quality Monitoring?
- Monitoring Components
- Major Benefits of Quality Monitoring
- Quality Monitor Roadmap
- Methods of Quality Monitoring
- Scorecard Form , contents and Measures
- Feedback process (who, when, how & types)
- Challenge of Quality Monitoring
Coaching for Peak Performance:
- Important Definitions
- Call Center Best Practice Model for coaching and counseling
- The benefits of good Coaching and Counseling
- Why leaders avoid coaching?
- The Development Process - roadmap
- Feedback preparation Process
- EARS Model for effective listening
- The GROW coaching Model
- Preparation of Coaching sessions
- Improvement action plan
MIS and Call Center Reporting:
- Corporate Information Needs
- The Contact Center Leaders Challenges
- Collection of Key Customer Data
- Contact Center Report Types
