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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:

Performance coaching
 

Objectives:

  • Explain the principles behind performance coaching
  • List the steps & activities required when performance coaching
  • Demonstrate performance coaching skills
  • Start the design of a personal development action plan

Content:

  • Workshop Introduction & aims
  • What is performance coaching
  • When to do it & the steps involved
  • The skills required
  • Exercise around performance coaching
  • Personal development planning

Benefits:

  • Promotes an empowered culture
  • Develops skills & behaviours
  • Increases team inter-relations
  • Develops consistency & structure
  • Improves job satisfaction levels
 
Issues:
 
Staff retention
Team leader effectiveness
> the role & skills required
> understanding motivation
> observation skills & delivering feedback
> running 1-1's & team meetings
> designing personal development action plans
> performance coaching
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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