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THE MOMENTA CALL CENTRE SKILLS DEVELOPMENT PROGRAMME
 
 
The Programme
Call centre issues
Team leader skills
Representative skills
Client feedback
Characteristics questionnaire
 
 

Team Leader Module:

Designing personal development action plans
 

Objectives:

  • List the steps involved in designing a personal development plan
  • Explain the skills required
  • Demonstrate the skills involved
  • Start the design of a personal development action plan

Content:

  • Workshop Introduction & aims
  • The purpose of a personal development plan
  • The steps to constructing one
  • The ‘start with the end in mind’ principle
  • Using the SMART structure
  • The skills required
  • Exercise around building a personal development plan
  • Personal development planning

Benefits:

  • Ensures structured personal development plans occur
  • Promotes consistency & structure
  • Develops motivation & buy-in
  • Increases the skills of the team
  • Increases motivation & retention
 
Issues:
   
Staff retention
understanding motivation
observational skills & delivering feedback
designing personal development actions plans
performance coaching  
Team leader effectiveness
Coaching and skills development
Complaint resolution
Cross selling and sales development
Customer retention
Treating customers fairly
Call compliance
 
Please contact me to discuss:
 
 
 
 
 
 
 
To find out more, call 020 7374 6600 or email callcentreskills@m-hl.com
 
 
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