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Training and Consulting, Inc.
8900 Indian Creek Parkway,
Suite 270
Overland Park, KS  66210


Coaching and Mentoring Skills for Call Center Managers

Home / Customer Service / Seminars and Workshops


Call Center Management Training - a workshop for call center managers and supervisors. This 1-day session is designed to enhance the skills of new and veteran call center managers and supervisors. This course re-energizes managers and supervisors to use basic coaching skills and then develops their ability to coach and mentor call center CSRs for improved performance and better customer relations.


Through the use of our “What's My Coaching Style?” coaching assessment tool, call center managers develop an understanding of their own personal style and take a first step to developing successful coaching  and mentoring relationships. Ultimately, call center managers learn how to modify their own styles to create better rapport with the people they mentor and coach.


Who Should Attend


Designed for all call center customer service reps and telephone sales people, this seminar develops skills and techniques to help build rapport with customers, improve client relationships and engage customers more effectively to improve both sales and customer service. 


Overview of Concepts and Deliverables Provided


  • Develop a basis of trust and confidence with employees
  • Understanding the keys to successful motivation
  • Evaluating your coaching style to recognize strengths and areas for improvement
    • Identify preferences for one of four coaching styles: Direct, Spirited, Considerate or Systematic
    • Develop an awareness of personal behavior patterns
    • Understand how personal style reveals itself in coaching
    • How to maximize the effectiveness of your coaching style
  • Practice using good coaching and facilitation skills to develop as a mentor
  • How to handle criticism without becoming defensive
  • How to conduct a more receptive and responsive coaching session
  • How to use “damage control” tactics to smooth over hard feelings and prevent grudges from being formed
  • How to avoid words and phrases that rob your message of credibility

The “What's My Coaching Style?” assessment tool is a stand-alone instrument that can be used as a skill-builder reference and can be a valuable asset in subsequent training.

This Call Center Manager Training goes beyond basic management training. The workshop develops coaching and mentoring skills for improved leadership, better employee relations and stronger customer relations that benefit your entire organization. 


For more information on this or any of our other customer service training options, call toll free 877-385-5515.

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All of Alliance’s programs are customized to fit your organization's unique requirements. Plus, our training is 100% guaranteed.  We will make certain your training targets your people and your organization's needs.

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