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Winning Call Center Management Training & Coaching

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Rated 5 out of 5

“This was the most informative training I’ve ever attended!  I’ve shared many of the coaching techniques with the other sales managers, and we’ve seen some pretty incredible results.”

Jason Kelly  |  Answer Financial Insurance

World-Class Coaching Skills

Welcome to the Winning Management & Coaching course and journey!! We are so excited you’re here!

“We provided training for our reps but there are no noticeable improvements on the calls.”

Call center training must be connected to follow-up, reinforcement and coaching. On its own, no support from leadership, it will have only a limited impact. The secret to turning training into call center success is the coaching and reinforcement from the front line leaders and team leads. When this takes place effectively, reps use the training they received. It shows up on calls.

“Our leaders talk about the metrics, but their teams still do not achieve them.”

Talk is nice, but at some point, reps need to know we are serious. Leaders must follow up and hold reps accountable to the daily behaviors and performance expectations which results in successful metrics. But isn’t it oppressive to hold agents accountable all the time? Not at all. Winning Management & Coaching shows leaders how to do this in a specific, direct and yet uplifting way that agents value and appreciate.

"Meetings and huddles led by my leaders are procedural and boring – the reps get very little out of them."

One of the biggest causes of poor meetings is lecture. Our program includes techniques for running effective meetings that agents will leave excited to get back on the phones. Once in a while, a team needs to talk about new procedures and that’s fine. Pre-shift meetings and huddles, however, should be focused on performance and having a better day.

"Some of our leaders are too strong and abrasive. Some are weak and seem a bit like pushovers."

What is the right balance of “strong” and “patient/loving”? We believe that new agents should perform the basics of the job right from the start. In these areas the leader should be strong and should set high expectations. If they will do these basics, we can love on them, support them and develop them more slowly.

"Our leaders do not spend enough time actually listening to their reps."

Listening to live calls and coaching are two of the very top priorities for a leader in a call center environment. It is time to overhaul the daily expectations of leadership to make sure every leader can carve out about one hour each day for call observations and live coaching. If leaders are allowed to say, “I tried but I could not get it done,” it will never be done.

"Our reps resist the coaching provided by the leaders so nothing ever changes."

Leaders put too little time into persuading reps on making changes and just say, “Get it done.” Work with your reps to make sure they can tell you why adding a certain technique is useful for them. Ask them what they might get out of it if they make the change. Doing this right is all part of the Winning Management & Coaching program.

"Our leaders’ one-on-ones do not seem to be impactful."

Often, monthly one-on-ones are sadly repetitive. Agents usually update the leader on the latest challenges. Leaders agree to solve them. Does this really require an hour, taken out of each person’s day? A better one-on-one focuses on calls and skills and helping the agent make commitments to higher levels of performance. One-on-one coaching sessions can be quick.

Winning Management & Coaching Introduction

In This Video

  • Mo and Patty talk about this powerful course.

Call Center Leadership Solutions from the Winning Management & Coaching Program.

When we visit with a new call center client, we usually see a lot of required processes (e.g. two call observations per rep per week) but very little on how to have those conversations. “How do I coach effectively?” “What are the best things to do in a one-on-one?” This program provides great answers and best practices for all these questions.

01

Powerful Call Center Coaching Skills for Leaders

Winning Management & Coaching introduces about a dozen skills (coaching conversations) for improving rep performance in any area of the job. Most are proactive and preventative. All of them include “Uplifting Language,” to keep things positive. “I know you will do a great job with this!”

02

No more struggling to find the time to Coach!

We introduce a style of coaching called, “On-The-Fly Coaching.” These are quick coaching touchpoints, 1-2 minutes in length. A single coaching touchpoint will have a small impact, but combined with many of them, over time, this type of regular coaching is unrivaled for improving agent performance, both sales and service, and maintaining the improvements for the long term. Leaders love it because they can get a lot of them done in a short period of time.

03

Find the Coaching “Treasure”

If all we ever do is all we’ve ever done, all we’ll ever get is all we’ve ever gotten! If your reps are not thriving, it is time to look for different things to coach or a different way to coach. Winning Management & Coaching shows leaders how to find the coaching “treasure,” those few things in customer interactions that an agent could have improved which would have made a significant difference.

04

You Get a New Coaching Strategy and Schedule from Winning Management & Coaching

Okay, you have great new coaching skills. When are you going to use them? We help you build an effective Coaching Strategy and Schedule. When a client center does not employ a Coaching Schedule, results are limited. When they do employ a schedule and the leaders really do their coaching, results are often higher than the center has ever achieved before.

Winning Management & Coaching (WM&C): A Call Center Training Program

Leadership Course Overview

All course modules are fully customized to each client’s management needs and issues.

If you do not see a skill here that your center needs, please ask us about it. We will place heavy emphasis on the skills your leaders need the most.

Module One: Effective Coaching Principles

Leaders must understand the impact their communication makes on their reps. This module introduces a number of critical Principles and management concepts.

Sections / Topics / Skills

  • Seven “Never Do’s” when Coaching Your Team
  • Seven Proven Principles for Increasing Performance Quickly
  • On-The-Fly Coaching Introduction
  • Power Hour Introduction for Long-Term Sustainability
  • Getting Your Team Back on Track in less than One Week!

Module Two: Five Critical On-The-Fly Coaching Skills

This is one of the marquee modules of the course, as it contains many of the On-The-Fly Coaching skills that leaders will use every day. Leaders learn and practice all five skills, using their own rep scenarios.

Sections / Topics / Skills

  • Traditional and On-The-Fly Balanced Feedback (when a rep does some things well but there is still room for improvement)
  • Setting a Skill Objective (when a rep knows what to do, but is just not doing it)
  • Quick Training (used anytime a rep sincerely asks for help)
  • Herald (shoutout to the team when one rep is crushing it)
  • Redirecting (used to protect coaching windows built into the leader’s schedule)

Module Three: Reinforcing and Formative Feedback

When a rep has done great things for several days, give them a dose of Reinforcing Feedback, a giant public praise that includes specifics. For unacceptable or dysfunctional behaviors, leaders employ Formative Feedback to quickly and quietly eliminate issues before they become cancers in the center.

Sections / Topics / Skills

  • The Reinforcing Feedback Process
  • The Formative Feedback Process
  • Skill Practice Activity: Participants demonstrate the skills, using their own real rep scenarios

Module Four: 10 Coaching Strategies

This module introduces 10 Strategies, or center-wide “great ideas” for improving performance that CCTS has collected from client contact centers over 25 years (e.g. High Performers Club, Skills Boot Camp, etc.).

Sections / Topics / Skills

  • Activity: Teams of 3 leaders select two Strategies each and develop them into brilliant ideas for their centers
  • Final Presentations: Teams present their new, tailored Strategies to the rest of the group

Module Five: Managing Team Personalities

Although there are loads of personality models, one of the most proven and time-honored is the Six Personality Styles. The key is they are easy to identify and highly predictable, meaning the leader can work with reps in ways that align well with their Styles.

Sections / Topics / Skills

  • Introduction of the Six Personality Styles (Power, Achievement, Order, etc.)
  • Activity: Participants apply the characteristics of each style to their own reps.

Module Six: Overcoming Rep Resistance to Coaching

A derivative of Formative Feedback, this coaching skill focuses specifically on resistance to coaching attempts and adds a few highly effective wrinkles.

Sections / Topics / Skills

  • Two Methods for Discussing and Overcoming Rep Resistance to Coaching
  • Five Pro Tips for Effective Dialogues
  • Activity: Participants demonstrate the two Methods with their own employee examples.

Module Seven: Great Huddles and Meetings

Many leaders struggle to get their team involved and engaged in meetings. Participants learn questioning skills that will keep everyone involved.

Sections / Topics / Skills

  • Facilitation Skills: 5 Question Methods and 7 Question Types
  • Proven Structure for an Effective Pre-Shift Meeting or Huddle
  • Activity: Participants put it all together to deliver a great 10-minute meeting.

Module Eight: Critical Coaching Conversations

This module contains four more “conversations.”

Sections / Topics / Skills

  • Requirement for Immediate Change in Performance (limited time left for the rep to change)
  • Final Call to Action Conversation (“Today’s the day if you’re coming aboard.”)
  • Consistency Conversation (for reps who don’t do what is expected when they think we are not listening)
  • Heart to Heart (for reps who seem to have lost their drive and motivation)

Pricing

We customize each program to our clients’ needs and goals, so no two prices are the same. For Winning Management & Coaching, your price depends on how many front line leaders and team leads take part, the delivery method you choose, and how we customize the eight modules to your management needs and issues. Our clients will tell you that our fees are average while our solutions are world class. Here is some information about how we can build your course content and deliver your new training solution.

We customize everything!
See Our Customization Formula here

Delivery Methods: We use all of the following delivery methods, depending on client needs, location and budget.
  • Live, in-person training
  • Remote training sessions via Teams or Zoom
  • Fully customized video-based lessons
  • Complete e-learning solutions
  • Complimentary Front End Analysis
You want the right solution. We would like to provide the very best, perfectly tailored solution for your needs. Let us listen to your calls and schedule a few meetings with leaders, supervisors, trainers and agents. Let’s discuss your current coaching system. We want to know how your QA and Training teams align with your goals. Once we understand how we can best help, we will send a complete proposal with every step we will take in building your new training package and helping you ignite your center to produce record results.

Contact us today to set up an initial discovery meeting. We can estimate pricing for you, even before we start our analysis work.

Have a small team? If you have just a few reps and a single leader, we can estimate pricing and do a brief analysis of your agents, and send a final proposal very quickly.
Request your discovery meeting

“

Rated 5 out of 5

“Love this content! Your trainings have taught our team so much!”

Tawnia Grone

Autism Learning Partners

Rated 5 out of 5

“As always, Mo, your content and skills are always first class, and we have benefited from your training for years!”

Deepak Joshi

Personiv

Rated 5 out of 5

“Have always loved your work, Mo. Exciting you are still putting great content out here for us to take advantage of.”

Kellen Brittingham

Deluxe Corp

FAQs for Winning Management & Coaching

How can we increase the amount of coaching we do in our center?

The answer to this question is what we do at Call Center Training Solutions. We help our leaders find the time in their day to coach. Contact us about our Winning Management & Coaching program.

Actually Schedule time for coaching: With our clients, we call it the Power Hour, an hour of dedicated, uninterruptible coaching time for each leader, every day (or four days a week if your Mondays are crazy).

Start Utilizing “Quick Burst Coaching”: Quick burst coaching takes 1-2 minutes to complete. Focus on one strength (positive feedback) and one area of improvement (critical feedback).

Create a supportive environment: Coaching focuses on behaviors and skills, so it should never feel oppressive.

Provide actionable feedback: Offer specific feedback that employees can implement. We call these repeatable behaviors, techniques that agents can use on the very next call.

Encourage self-reflection and self-assessment: If you want to develop a sense of accountability in your agents, this is a big one.

Follow up and monitor progress: We ideally want the agent to implement the coaching suggestions immediately.

Set very specific expectations: Clearly communicate your expectations for their performance and behavior. Accountability starts with buy-in.

Regular progress check-ins: Checking in with agents about their performance on a regular cadence tells the agent that you are not going to forget about it.

Celebrate successes: When agents successfully implement the changes, celebrate their achievements. This recognition encourages a culture of accountability and continuous improvement. Often, agents want that approval more than anything else.

Lead by example: Model the behaviors and changes you expect from your agents.

Performance consequences: Do you keep underperforming agents on the payroll far too long? This will send the wrong message.

We recommend using one of the call center coaching methods we train in Winning Management & Coaching called Formative Feedback.

  1. Get their attention: Remember that this should always be done privately.
  2. Share Specific Observations: We clearly state the observation, the incident. After that, share your Agreed-to Expectations. We start with the words, “You know…”
  3. Require a Plan for Immediate Change: In this step, ask the most important question, “What are you going to do to eliminate this behavior?” This question places the responsibility directly on the employee.
  4. Confirm Agreement: Finally, the leader summarizes the commitment made by the employee.

It is for the people who coach your reps every day, like front line leaders and team leads. They practice the skills using real situations from their own reps.

We can teach it live and in person, or in remote sessions over Teams or Zoom. We also build custom video lessons and full online training courses. The right choice depends on your needs, your location and your budget.

Leaders learn On-The-Fly Coaching, quick touchpoints that take a minute or two. They also plan a Power Hour each day for call observations and real-time coaching. We train Reinforcing Feedback for public praise and Formative Feedback to quietly fix unacceptable behaviors.

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