Coaching For Results in the Contact Center

Business Issue - Great coaches are at the heart of great contact centers. Consistent, expert coaching is the single greatest factor in developing high-performing contact center representatives. Successful representatives require mastery of complex knowledge and skills—some universal, others specific to the organization’s culture, market and strategy. Coaching is how these skills are transferred and reinforced throughout an organization to make its unique vision of customer value a reality.

Yet few financial institutions have exploited the power of coaching the way their non-financial competitors have. The result is people who have difficulty building relationships with customers and giving and getting the most out of each customer contact. Coaching builds contact center representatives’ ability to maximize the sales and service impact in each customer interaction.

Omega Performance’s Solution - Coaching For Results in the Contact Center turns managers into results-focused coaches. It offers a simple, powerful framework for all coaching conversations—one that leaves a lasting mark on the performance of people and the quality, productivity and sales results of organizations. The program features call coaching with videotaped skill practices and feedback, a learning technology that Omega Performance has found to be unparalleled in changing managers’ behavior in the shortest time. Managers master the ability to:

Observe and coach representatives on their conversations
Evaluate and formally coach people on their results
Provide on-the-spot, quick coaching whenever the opportunity arises

Results You Can Expect

More efficient and effective contact center managers
Increased sales and service results
Heightened customer retention
Faster learning curve for contact center reps through consistent, timely feedback

Who Should Be Trained

Coaching For Results in the Contact Center is for team leaders, supervisors and managers of all levels who are directly or indirectly responsible for producing quality, productivity and sales results through their people.