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Coaching + Leading
Self-Directed Call Center Teams
BEST-IN-CLASS COACHING SKILLS FOR CUSTOMER SERVICE | SALES MANAGERS, SUPERVISORS + COACHES
Effective coaching is a cornerstone of success in fast-paced, high-pressure environments 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-Directed Coaching Program is tailored to meet these needs, emphasizing personal responsibility, self-awareness, and continuous learning.
This 6-week Coaching Workshop emphasizes real-world application by combining learning with actionable practices in a contact center environment. Participants actively engage in preparing and conducting one-on-one coaching sessions with team members as they progress through the workshop, ensuring the skills they develop are both practical and impactful.
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The Impact of Call Center Coaching
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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:
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Improved Communication: Coaching enhances active listening, empathy, and feedback delivery, essential for building trust within teams.
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Increased Agent Morale: When leaders provide constructive guidance and encouragement, agents feel valued and motivated.
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Higher Customer Satisfaction: Teams that are well-supported perform better, leading to superior customer experiences.
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Reduced Turnover: Coaching helps identify and address challenges early, reducing agent burnout and attrition.
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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.
"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."
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~ Sharon Oatway, President & Chief Experience Officer, VereQuest
What to Expect
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Session 1
Session 2
Session 3
Session 4
Foundation Building
The program begins with an in-depth exploration of self-directed coaching principles, including the importance of trust, active listening, and constructive feedback. Participants engage in group discussions 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 workshop, participants have the fundamental knowledge needed to deliver constructive coaching. ​
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Practice and Role-Playing
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.
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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.
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Communication Mastery
After debriefing and discussing the successes and challenges of the live coaching sessions, this workshop 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 personal bias has on coaching and techniques to use to eliminate unconscious bias.
Program Details
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Duration: Takes place over 5 weeks of immersive learning.
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Format: 100% virtual (optional - Day 1 in-person available upon request).
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Participants: Small groups of 8-12 participants, ensuring a focused and personalized experience.
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Facilitation: Led by professional coaches who provide guidance, support, and expert insights.
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:
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Increased Operational Efficiency: Well-coached teams perform at a higher level, reducing errors and improving productivity.
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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.
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Enhanced Employee Retention: Coaching addresses challenges proactively, improving job satisfaction and reducing turnover.
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For Participants:
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Personal Growth: Participants gain self-awareness and confidence in their coaching abilities.
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Professional Development: The skills learned are applicable not only in their current roles but throughout their careers.
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Recognition as Leaders: Effective coaching sets participants apart as leaders who drive results and foster positive team dynamics.
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For Teams:
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Improved Performance: Teams that receive consistent coaching are more engaged and successful.
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Stronger Relationships: Self-directed coaching strengthens the bond between leaders and their team members, creating a supportive workplace culture.
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Enhanced Resilience: Coached teams are better equipped to adapt to challenges and changes.
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Don’t wait—invest in your leaders and create a culture of excellence in your contact center. Contact us today to schedule your program!
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Leverage VereQuest Solutions to take your contact center to the next level
When internal resources are stretched or a fresh perspective is needed, VereQuest's expert Senior Coaches bring unbiased, third-party support to elevate your quality assurance efforts. Our seasoned professionals enhance performance, freeing your internal QA analysts to focus on coaching or other vital activities.
With VereQuest, gain timely insight, stay ahead of BPO performance, and improve speech analytics accuracy through precise human calibration—empowering your team with expert insights for impactful, consistent results.
Empower your call center QA team with intuitive, low-cost software designed to enhance their ability to deliver deep, insightful evaluations of every customer interaction. Our platform provides QA assignment and distribution at a click, turning a once-cumbersome task into an easily trackable process.
With real-time, comprehensive reporting and effective coaching feedback tools, we support your team in achieving consistent quality and performance. Enjoy our transparent, flat-rate pricing—no hidden costs, just dependable support for your team to excel in this crucial role, all at the most competitive price.
Leverage VereQuest's decades of expertise in transforming contact centers, focusing on optimizing the resources you may already have in place or pointing you in the right direction. We specialize in refining processes and tools to boost agent performance and enhance efficiency, ensuring you maximize the potential of your existing investments and work efforts.
Our approach empowers your call center team with improved capabilities, significantly enhancing customer satisfaction, reducing costs, and giving your business a competitive edge.