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Sales Leadership: Call Center Coaching
This program reinforces the sales and service model and strengthens the member experience. Call center managers can provide valuable encouragement and support to strengthen the sales & service effectiveness of their team. By routinely reviewing actual member interactions during one-on-one coaching sessions, the call center rep receives targeted feedback and systematically learns a process to self-assessment.
Typical credit union call center examples are used to directly engage managers in simulated coaching experiences. They will be able to immediately apply skills & strategies to coach their staff.
This Program is Designed for:
- Call center managers
Learning Objectives
- Improve staff effectiveness by providing balanced feedback – focusing on key strengths and areas for improvement
- Create linkages between service skills, sales effectiveness and member loyalty
- Strengthen staff’s critical understanding of the sales and service process and enable them to self-assess
- Build an environment that encourages and rewards discretionary effort toward achievement of credit union goals
Program Content
Coaching Overview
- The Coaching Process
- Sales Effectiveness Equation
- Key Success Factors
Leadership Skills
- Effective Coaching Behavior
- Maintaining and Enhancing Self-Esteem
- Focusing on Specific Behaviors and Outcomes
- Listening
- Setting Goals and Follow-up
Situation-Based Coaching
- Call Monitoring and Assessment
- Interaction Overview
- Situation-Based Coaching Action Steps
- High-Impact Questions
- Coaching Tips
Training Time
- 7.5 hours
100% Guarantee
CUNA Center for Professional Development is committed to providing a quality learning experience with cutting-edge topics and expert instructors. If for some reason you are not fully satisfied, contact us and we'll provide you a full tuition refund or credit.
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