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Who will this training help?
What will you get?
How long will it take?

 

Our Coaching for call quality training revitalises coaching conversations that takes place in contact centres.

Coaching in a contact centre can build employee confidence and wellbeing, people engagement, job satisfaction and improve the customer experience.

All too often it may become a “score”- a filling of a form and some feedback which is crushing for the agent, and which won’t improve morale in the centre.

Our Contact Centre Coach Development Programme helps coaches to have conversations which bring about change and improvements in performance.

How to develop coaches and mentors in a contact centre – Article for Call Centre Helper by Diane Banister

 

Who will this training help?

Team leaders
Coaches
People who have day to day conversations with agents, and who can make a real difference at the front line.
I feel so much more confident
I feel so much more confident having this framework now when handling sales calls and it feels so much more natural than the one I was trying to implement before.
Danielle Cole
Short – Sam Roper – HSD Unlike other courses the action plans
Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.
Sam Roper
Short – Sam Roper – HSD – the feedback and enthusiasm from everyone has exceeded my expectations
The feedback and enthusiasm from everyone involved has exceeded my expectations.
Sam Roper
Short – Angel Advance – the most valuable course – customer service
The most valuable course taken to date for our managers, trainers and coaches.
Ben Mariner
Short – BOC – Ambassador – really good very insightful
It's helped me to understand how to make a customer feel valued. Really good, very insightful.
R L
Short BOC – Ambassador – time and money well spent
Excellent, time and money well spent.
Phil M
Short – Schein – Mark Y – Team Leader
An awesome insight into the way our interactions with clients have a significant impact on our business. Providing skills & techniques for a better customer experience.
Mark Yeates
Short – Russell Smith – Reynolds – added value
They added real value and are a real pleasure to work with.
Russell Smith
Short – Patrick Allen – Henry Schein – results
They deliver great results and provide a real return on investment.
Patrick Allen
Short – Reynolds – Customer Service; Call Centre and leadership
If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.
Paul Collins
Short – Michael Reeve – Edwards – customer service and sales
I wouldn't hesitate to recommend them.
Michael Reeve
Short – Rotrex – Ian Bunting – Sales
The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.
Ian Bunting
One of the best received we have run
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills
Short – Jeff Hudson FLG – Hire
Intelligent Dialogue really understand the hire market, and if you want to generate more business and improve service I would contact Diane Banister.
Jeff Hudson
Short – FLG Jeff Hudson – sales hire controllers
Already extra revenue has been significant.
Jeff Hudson
Short – Coventry City Council – Customer Service
I would strongly recommend Intelligent Dialogue to anyone. The content was perfect and the delivery was First Class.
Daniel Freeman
Short – Matt Ainscough – Commercial
The results have been outstanding.
Matt Ainscough
Short – Edwards – Customer Service
I learned more in this course than in over 20 years of customer service.
Christian Owens
Short – All Med Pro – Sales
Brilliant workshop today. Many thanks to Diane Banister. Already the feedback I have had from the team has been great. Highly recommended.
Adam O'Keeffe
Short – BOC – Colin Mills – Customer Service
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills

What you will get from Intelligent Dialogue Coaching for Call Quality Training

Tailored to your requirements, and the way you coach within your contact centre, our training and development programmes are designed with your outcomes in mind. Tell us the challenges you are facing with call quality and coaching in your contact centres, and we’ll help you work to where you want to be.

Intelligent Dialogue training is highly interactive, participative and relevant to team leaders and quality coaches, it will support coaches and develop skills through:-

exploring their credibility with agents – how will an advisor react to and respond to them as coaches? especially if there has been a peer relationship
discussing how to get agents to engage with the coaching session, especially if morale has dipped
understanding how to make call quality coaching a positive experience which the advisor values
defining where their role starts and ends, and where it overlaps with the responsibility of the team leader
building a coaching relationship so that agents don’t just pay lip service to the coaching; saying the right things but going through the motions in terms of the application of their action plan
identifying the locus of responsibility; what if there is no improvement in “call evaluation ” scores after coaching – who is at “fault” the agent or the coach?
developing their coaching style
understanding the difference between feedback and coaching
recognising their roles and responsibilities– the boundaries with performance management, and the role in developing skills, knowledge and attitudes
helping agents to engage with the work they do, and the customers they have conversations with
developing your standards – the quality of your conversations as a focus for a change in behaviour
strengthening the tools in your coaching toolkit
creating change – the difference between capability and willingness
assessing resourcefulness in the people you are coaching and how to adapt your style accordingly
structuring the coaching “meeting” – making things CLEARER
setting the right tone for your coaching conversations
handling resistance
helping people develop skills and behaviours which are appropriate for their role
developing action plans that bring about change
connecting conversations and action plans; the importance of follow up and the difference a call quality coach can make

How long will it take?

1 – 2  days.

The 2 day course has lots of practice, observation and feedback.

We can also support coach development with a follow up 2 hr coaching observation and coaching session per participant sending the signal how important coaching is, that you coach your coaches.

GET IN TOUCH

If you would like to improve your teams coaching skills then get in touch to discuss the detail of what you’d like to achieve. We’ll discuss with you our approach to achieving your objectives, how long the training will take and the investment you’ll need to make.

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