INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers

Overall Objectives

At the end of this course the trainee will have a clear understanding of how to manage and develop team performance with effective performance management techniques, motivational strategies and coaching mechanisms.

Key Objectives

Upon successful completion of this course, the trainee will be able to:

• Manage the operational performance of a CSR team
• Recommend and instigate training and coaching interventions
• Develop themselves and their CSR team members congruently
• Devise unique, dynamic and creative motivational strategies

Course Units

Unit 1 : Performance Management In this unit you will learn the functionality of Performance Indication, how to develop team goals and how to measure and manage the performance of the team as it relates to the achievement of those goals.

Unit 2 : Training and Coaching. In this unit you will learn the different types of training intervention, how to develop and deliver coaching programs and how to facilitate team briefings and meetings.

Unit 3 : Personal Development. In this unit you will learn how performance is developed and how to create individual expectations for each CSR. You will also learn your responsibility for your own continuous development.

Unit 4 : Motivation. In this module you will learn the theories of motivation, the difference between morale and motivation, and how to combine the two into one, CSR-centric strategy. You will also learn how to create a suitable working environment and when you should induce motivation into the team.