Welcome to the Company ABC's Assessment program.
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Learning Map for B2

Coaching for Service Quality Workshop
Learning Objectives
This workshop provides team leaders and managers with tangible skills to ensure maximum return on the training investment and to create a positive coaching environment. Additionally, this workshop defines how to achieve the greatest results through immediate and deferred coaching using the tools available in most call center environments. Upon completion of this workshop, participants will be able to: 1. Implement a coaching program that supports the individual needs of each representative. 2. Provide specific feedback on tangible behaviors that will achieve the greatest performance improvements. 3. Create a positive coaching environment by balancing praise and constructive feedback. 4. Track and analyze representative telephone performance. 5. Develop actionable telephone performance plans that focus on specific behaviors. 6. Identify the one behavior that would have changed the outcome of the call. 7. Create alignment with all coaches so that representatives do not perceive team leader and manager inconsistency across teams.
Delivery
Lecturette, group activities, discussion, validation exercises, and role plays will be conducted.
Source
THE RADCLYFFE GROUP, LLC 695 Route 46 West Suite 103 Fairfield, NJ 07004 Telephone: (973) 276-0522
Audience
Stage 2 and 3
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