Coaching Self-Managed Teams

Name: Outsourced Quality Monitoring
Brand: VereQuest

BEST-IN-CLASS COACHING SKILLS FOR CUSTOMER SERVICE | SALES MANAGERS, SUPERVISORS + COACHES

Effective coaching is the cornerstone of success in any fast-paced, high-pressure environment like contact centers. With ever-evolving customer expectations and operational demands, leaders must be equipped with tools to inspire, guide, and build strong, cohesive teams. Our Self-Managed Coaching Program is tailored to meet these needs, emphasizing personal responsibility, self-awareness, and continuous learning.

Self-Managed Coaching is available as a 6-week Leader-led Virtual Workshop or a 3-hour Self-paced Online Course. Both programs emphasize real-world application by combining learning with post-learning practice. As participants progress through the course, they actively engage in preparing and conducting one-on-one coaching sessions with a team member. This ensures the skills they learn are put into practice in real-time.

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"High turnover rates are a common challenge in the call center industry. Studies reveal that the relationship between employees and their immediate supervisors plays a pivotal role in shaping job satisfaction and retention.

Many employees report being willing to leave their jobs due to poor management, citing that untrained or ineffective managers often create unnecessary stress and workloads, which ultimately drive higher turnover rates."

~ Sharon Oatway, President & Chief Experience Officer, VereQuest

Self-Managed Coaching
Course Outline

Section 1

Section 2

Section 3

Section 4 (Workshop)

Foundation Building

The program begins with an in-depth exploration of self-managed coaching principles, including the importance of trust, active listening, and constructive feedback. Participants are given the opportunity to reflect on their current coaching practices and identify areas for growth. We move quickly into learning about and connecting the building blocks of great coaching from understanding performance standards and making valid observations, through to discovery coaching and diffusing defensiveness. As the course progresses, learners are preparing for a real-life coaching session with a member of their team. By the end of the first section, participants have the fundamental knowledge needed to deliver constructive coaching.

Practice and Role-Playing

(Optional for eLearning) Working one-on-one with a personal Coach, participants dive into role-playing, simulating the real-world coaching scenario they are about to deliver. They receive constructive feedback from their coach, refining their skills in a supportive environment.

Real-World Application

With the foundation laid, participants conduct live coaching sessions with a specific team member leveraging what they have learned and the self-directed coaching approach they have practiced.

Communication Mastery

After debriefing and discussing the successes and challenges of the live coaching sessions, this section focuses on communication techniques tailored to address underperformance. Participants learn to navigate challenging conversations with empathy and clarity, reinforcing the importance of accountability.

Reflection and Growth (Typically 30-60 days later)

The final Workshop is dedicated to self-reflection and feedback exchange. Participants review their progress, share insights, and create action plans to sustain their growth beyond the program. Our final session discusses the impact unconscious bias has on coaching and ways to check your own personal bias.

Coaching Workshop Program Details

Duration: Takes place over 5 weeks of immersive learning
Format: 100% virtual (optional - Day 1 in-person available upon request)
Participants: Small groups of 8-12 participants, ensuring a focused and personalized experience
Facilitation: Led by professional coaches who provide guidance, support, and expert insights

Download Course Outline + Sample Agenda

Coaching eLearning
Program Details

Download Course Outline + Sample Agenda

Duration: 12 individual modules ranging from 10-20 minutes in duration
Format: 100% online with after-learning work to be completed
Participants: Designed for entry-level coaches
Hosting: Hosted on your own LMS (or ours)

The Impact of Call Center Coaching

In a call center environment, every interaction matters. Frontline agents handle diverse customer queries, often under significant pressure. Behind the scenes, team leaders and supervisors are responsible for creating a supportive environment where agents can thrive. This is where call center coaching plays a pivotal role. By equipping leaders with the skills to coach effectively, organizations can foster:

Improved Communication: Coaching enhances active listening, empathy, and feedback delivery, essential for building trust within teams.
Increased Agent Morale: When leaders provide constructive guidance and encouragement, agents feel valued and motivated.
Higher Customer Satisfaction: Teams that are well-supported perform better, leading to superior customer experiences.
Reduced Turnover: Coaching helps identify and address challenges early, reducing agent burnout and attrition.

Our Self-Directed Coaching Program addresses these priorities by blending learning with actionable practice in a contact center setting. The result? Leaders who can confidently coach their teams to excel.

Do you work in the Healthcare sector?

Click here for information about our 'Scheduling with Care' program that includes customized e-learning for Healthcare Scheduling Call Centers at a very special price.

Benefits of Investing in Call Center Coaching

For Organizations:

Increased Operational Efficiency: Well-coached teams perform at a higher level, reducing errors and improving productivity.
Stronger Leadership Pipeline: The program develops leaders who can mentor others, creating a ripple effect of growth throughout the organization. Individuals who experience great coaching, tend to become great coaches later.
Enhanced Employee Retention: Coaching addresses challenges proactively, improving job satisfaction and reducing turnover.

For Participants:

Personal Growth: Participants gain self-awareness and confidence in their coaching abilities.
Professional Development: The skills learned are applicable not only in their current roles but throughout their careers.
Recognition as Leaders: Effective coaching sets participants apart as leaders who drive results and foster positive team dynamics.

For Teams:

Improved Performance: Teams that receive consistent coaching are more engaged and successful.
Stronger Relationships: Self-directed coaching strengthens the bond between leaders and their team members, creating a supportive workplace culture.
Enhanced Resilience: Coached teams are better equipped to adapt to challenges and changes.