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priTel Training
Coaching for excellence
Checkout CCa2z the Call Centre e@cyclopedia
Any call centre's success, or otherwise, is down to how we manage, motivate, treat, train and develop our people. This determines the quality of our output and customer service.
It further enables us to maximise efficiency through improved personal performance and motivated staff, which in turn brings with it, greater job satisfaction, reduced attrition, absenteeism and an increase in customer satisfaction, retention and loyalty - what a bundle!
Many call centres are trying to run before they walk, which means invariably, staff are promoted before really understanding the essentials of good coaching. This will have an adverse effect on the leader/agent relationship, performance and customers. These modules offer practical exercises to enhance and reinforce learning, including;
 | 'Command & control' to coaching |
| Developing skilful questioning techniques |
| The coaching circle a powerful coaching tool |
| Introducing the GROW sequence to empower a performer |
| Giving responsibility to improving one's own performance |
| Building a better team |
| and much, much more, see below |
Programme Content
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Purpose - To enable participants to use simple coaching techniques to achieve higher and higher levels of performance by continually surpassing previously attained goals. To introduce the value of coaching as a performance process.
Benefits - The coach's role is to bring out the best in the performer. This activity provides a simple but effective opportunity for a group to break through preconceived, preset ceilings and achieve maximum performance levels which are set by the group. This has the added benefit of helping a group to bond.
Purpose - To enable participants to use simple coaching techniques to help a colleague improve their skill level and experience the contrast between coaching and 'command and control' techniques.
Benefits - Coaching encourages the development of a success environment in the workplace. This module uses exercises to expose the problems implicit in 'command and control' cultures and also to demonstrate how competence can be increased by applying a simple coaching technique.
Purpose - To give participants a simple and effective coaching tool to improve their own performance on a job related task. To enable them to learn self-coaching so that they change their actions and improve future performance without supervisory help.
Benefits - For a coach to bring out the best in a performer, they must allow and enable them to review past performance. The purpose behind this is to determine the best place to begin changing their actions with a view to improving future performance. This module will enable participants to achieve better results in the work place by applying a simple yet powerful coaching tool.
Purpose - To introduce participants as coaches to the powerful coaching method of the GROW sequence of questioning, and enable them to see their way forward on work-related issues.
Benefits - The questioning method used in this module is a very effective way to introduce participants to the mechanics of coaching. It is known as the GROW sequence; Goal, Reality, Options and Way forward. The power of this form of coaching is that it does not require the coach to be an expert on the topic on which the individual is being coached.
5. Using the GROW sequence to achieve goals
Purpose - To enable participants to practise coaching a colleague on a work related issues, using a specific sequence of questions which focuses the coachee on becoming responsible for taking the issue to completion.
Benefits - This module explains the GROW sequence in detail and introduces the concept of SMARTER goals. It provides participants with the opportunity to practise coaching a colleague through the whole GROW sequence.
6. The ten questions of performance
Purpose - To enable participants to discover the real cause of poor performance in order to decide the 'entry point' for coaching.
Benefits - This module provides an effective solution to the challenge of poor performance. It introduces participants to ten specific questions, the answers to which indicate the seat of the problem. Once this is discovered a way forward can be found through coaching.
7. Asking effective coaching questions
Purpose - To enable participants to become better coaches by learning to ask more effective questions.
Benefits - An opportunity for participants to enhance their coaching skills by learning to ask more effective questions. This module utilises 'play' type exercises where participants achieve better performance as a direct result of becoming better at asking effective questions.
Purpose - To create a vision of a successful team and enable each participant to become a valuable contributor to building that vision.
Benefits - This module enables participants to use coaching techniques to set, agree and develop the framework which will lead to their becoming a better team.
9. The coaching circle and teams
Purpose - To use the coaching circle technique to improve teamwork in order to achieve a work objective.
Benefits - This is a powerful and enjoyable activity which provides an opportunity for participants to work a as team. It uses the coaching circle technique to focus on improving how they work together in order to complete a seemingly impossible task which, when done successfully, will satisfy the customer's requirements.
10. Using GROW in team meetings
Purpose - To provide participants with an effective way of running team meetings where action, and 'ownership' of that action, are the required results.
Benefits - A powerful way to turn team meetings into goal-focused events. In this module, participants use the GROW sequence to focus on creating an action plan to ensure that clear decisions are made, team members own the actions agreed, and decisions are carried through to successful completion.
Purpose - To enable participants to become better leaders by focusing on one of the primary qualities of leadership, and being coached on how best to develop and sustain it.
Benefits - In this module, participants explore the four primary qualities of leadership: vision, trust, communication and self-improvement. They then coach each other to further develop at least one of these qualities, and so improve their own leadership skills. The manager who can coach others, as well as themselves, to develop and apply these primary qualities will become a truly effective leader.
12. Coaching to increase sales and enhance customer service
Purpose - To enable participants to use the GROW sequence to increase the effectiveness of their salespeople and support staff.
Benefits - This module is designed to enhance traditional selling and customer care skills. The participants learn to use a powerful coaching strategy as a tool to build the customer relationship, and to encourage them to buy. This 'new' technique will differentiate your sales and customer support people from the competition in the customer's mind.
13. Coaching to work with the four main personality styles
Purpose - To enable participants to recognise the four major personality styles. To introduce a self-coaching technique that will allow them to respond more effectively by 'getting on the right wavelength' with their customers.
Benefits - This module focuses on the 'people' side of working with customers and colleagues. Participants consider the traits and behaviours of the four major personality styles; 'Generals', 'Socialisers', Team Players' and 'Detectives'. They look at how to recognise them and how to respond to customers who exhibit those styles. By building rapport more quickly, they will work more effectively.
14. Coaching and project management
Purpose - To enable participants to use coaching principles to set the project team's parameters, and agree a rigorous project goal.
Benefits - This is a powerful session to use at the beginning of a new project. it uses coaching principles to ensure the project team owns, and is focused on, the project goal, as well as being focused on the team's own approach to the project. By applying coaching techniques to each of the ten standard project parameters, ensures that the project goal will be achieved.
Purpose - To introduce participants to a brainstorming technique for generating options, that can then be used to solve a problem or a achieve a goal.
Benefits - Using innate creativity to look at a problem in order to consider options and find a way forward. This module applies simple but critical 'second level' brainstorming techniques to solve problems and achieve goals.
Purpose - To provide participants with two techniques for analysing complex issues, too complex to be explore with simple coaching techniques.
Benefit - This module deals with two of the most useful and simple techniques to exploit: Force Field Analysis and Fish-Bone diagrams. The activity generates a lot of positive feeling, and because the participants work on real-world issues, they find it valuable learning.
Purpose - To offer participants an opportunity to review their coaching skills, to share their experiences with others, and consider how they can improve.
Benefit - An activity which is directed specifically at enabling participants to use self-coaching to improve their own coaching skills. In a broader context, self-coaching is often an ideal vehicle for managers to improve any aspect of their responsibilities - especially when there is no one to turn to for a one-to-one coaching or support session.
17. How to lead a clinic session
Purpose - To enable participants to further improve their coaching skills in a clinic session with two other colleagues.
Benefit - This module offers a method of improving skill sets through practical observation and 'on-job discussion'. Participants work in groups of three, coaching, observing and reviewing their own and their colleagues' coaching abilities in order to achieve even more in their own coaching skill.
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