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For more info, visit us @ https://www.atcen.com

Certificate of Completion awarded by Western Kentucky University (USA).

Coaching is indeed an integral component in the Contact Center environment. It is conducted by various parties on various areas of development within the contact center; namely work-related skills and telephony interactions.
However, coaching is not merely a process that needs to be completed but an important aspect of agent and operational development.  Coaching also serves as a quality improvement tool on a whole within the contact center environment as it serves as a point of reference for the staff enhancement and improvement.
This program focuses on the end to end process of conducting coaching within the contact center environment. It provides a comprehensive platform to re-evaluate and enhance your coaching process and build on it to further strengthen the quality and productivity of the contact center personnel.

Workshop Learning Objectives

Understanding the different coaching methods within the Contact Center Environment;
How to communicate clearly desired behavior to the agents;
Monitoring and giving feedback based on performance;
To develop specific competencies that would enable more effective and focused coaching sessions;
Coaching based on specific data such as Key Performance Indexes and Quality Analysis.

Outline

Module 1: Introduction

What is Coaching? 
The Importance and Role of Coaching in the Contact Center
Why Coach and Not Just Train?

Module 2: The Difference of Coaching in a contact Center Environment

Where Does Coaching Fit in to the Contact Center
Coaching Angles – What to Coach on and Why?
The Best Person to Coach in a Contact Center
Multiple Coaches and How to Align Your Recommendations

Module 3: Communicating Expectations and Coaching on Behavioral Correction

Know What to Coach – Attitude vs. Behavior
What Can You Change by Coaching?
When to Stop Coaching?
Understanding Key Components of a High Performing Contact Center Professional
Setting the Right Expectation for the Contact Center Personnel
Carrot and Stick Methodology: Identifying When to Use Which

Module 4: Developing Key Contact Center Coaching and Mentoring Skills

Principles & Qualities of an Effective Coach
Focus on the Job Holder, Earn the Right to Advance and Advance Through Involvement
The Different Kinds of Coaching Styles that Can Be Used in a Contact Center
Understanding the Level of Competency of Your Staff and the Most Appropriate Coaching Technique to Use
Understanding Why Different Staff React Differently Toward Coaching.

Module 5: The Contact Center Coaching Session

Preparing for a Coaching Session Using the GROW Coaching Model (Goal, Reality, Options, Way Forward /Will)
Planning a Coaching Session Based on the Contact Center Personnel’s Personality and Behavior.
Conducting an Actual Coaching Session
The Power of Asking the Right Questions in a Coaching Session to Guide Towards a Desired Outcome
Following Up on the Coaching Session

Module 6: Conducting Coaching in the Contact Center Environment

Developing a Performance Culture of Openness and Transparency
Developing My Coaching Action Plan Using GROW
Monitoring and Following Up
Review and Self-assessment
Coaching and Mentoring Your Participants
Continuous Improvement Cycles

Module 7: Using Contact Center Matrixes for Coaching

Coaching based on KPI’s E.g. Adherence, AHT, ACW, Quality Monitoring, Conversion Rate
Quality Monitoring Coaching vs. Work Performance Coaching
Transferring the Responsibility of Performance via Coaching
Multiple Coaches and Calibrating the Coaching Sessions
A Continuous Growth Model Based on Coaching Outcomes.

Module 8: The Contact Center Performance Feedback and Motivation

The Correlation Between Performance Monitoring and Feedback
What Motivates Contact Center People and How to Best Recognize Them
Giving Feedback and Motivating People Across Generations: Baby Boomers, Gen-X and Gen-Y
Correcting Undesirable Behaviors

Speaker/s

Jeremy Lee

Jeremy serves as CEO and Principal Consultant of ATCEN Sdn Bhd, and Group CFO for the ATCEN Group. ATCEN Group has business in Academic Education (PORTMAN College) and Corporate Training (ATCEN). He has been in the Corporate Training industry for over 16 years.
He is a Chartered Management Accountant (ACMA), Certified Accountant in Malaysia (MIA), Chartered Global Management Accountant (CGMA) and holds a MSc. in Engineering Business Management from Warwick University. He is currently pursuing his PhD in University Malaya. He is a Certified Personal Profiler and Human Job Analysis (Thomas International), Certified Trainer (PSMB) and Certified Master Trainer with Western Kentucky University. He is a Professional Speaker with the Malaysian Association of Professional Speakers (MAPS).

With more than 20 years of strategic and operational management experience, he has worked and been involved in numerous industries. He has conducted and facilitated thousands of individuals in the areas of Strategic Review, performance management, leadership skills, sales, negotiation skills, sales and service and communication skills. He has facilitated workshops in the region and is able to handle people from different backgrounds and management levels.

Over the years, Jeremy has been involved in numerous business. He has lead/ started and closed businesses was involved in mergers, acquisition, daily operations and disposals. He has held a variety of leadership and project management roles in various organizations prior to ATCEN. He was the Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Knowledge and Learning Management Division of a listed company, Special Project Manager for a Resort Group, Operation Head in a Resort in UK, Project Team Leader in a Technology startup firm with and also an Internal and External Auditor. He has also operated a Restaurant previously, a recruitment organization and also oversaw the operations of a 30 year old Association.

Additionally, he has collaborated with Accenture on a multi-million-Ringgit e-commerce project in the loyalty program industry.  There, he gained the prestigious MSC status for the organization, played a pivotal role in the areas of strategic and operational planning, organizational structure, organizational change and the management of the project.  He was also the project manager for the first ISO 9002:1994 certification for a vacation ownership company, worldwide. 


Ken Ng

Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.

With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on service, sales, marketing, contact centers and the customer experience in Asia Pacific.  Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. He is nominated by the Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.

His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects of Contact Centre service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Centre projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork, Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.

Ken first became involved with contact centres and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations.  Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Centre and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.

 

Special Offer

Early Bird Discount – RM4,500

Schedules

No. of Days: 2
Total Hours: 14
No. of Participants: 10
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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.

Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.

In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.

ATCEN’s Affiliations and Partners:

  • Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
  • Ministry of Finance: Registered for training, course/seminar and education management.
  • Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
ATCEN Sdn Bhd
D-05-12, Ritze Perdana Business Centre,, Petaling Jaya, Selangor, Damansara Perdana, Malaysia 47820
603-77282623
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