Our call center coaching training turns team leaders and staff members into internal coaches
There is hardly an occupation that is more demanding than work in a telephone service center: The high rate of incoming calls and the time pressure, the high concentration levels that are constantly required, technically complex knowledge and an empathetic social-professional skill in dealing with very different conversation partners are not skills that are “nice to have”, but basic requirements to maintain key result statistics like defined service level agreements and customer satisfaction results.
In addition to “right-fit” recruiting and mindful onboarding, continuous staff development is therefore required. Side-by-side coaching, feedback, supervision and mentoring are the drivers that actively involve employees and promote motivation and commitment. Managers, internal coaches and trainers, along with their professional skills and their temporal and procedural framework therefore play a central role.
Our training as a coach in telephoning provides the necessary skills in theory and especially in practice.