Call Center Floor Management

Agenda

Every skill module includes role-play practice so all supervisors are highly proficient by the end of the workshop.

Day One

1. Effective Floor - Coaching: Participants learn and discuss the challenges that stand in the way of breakthrough performance in their center.  The module introduces the program's core, floor-management principles and best practice strategies for bringing the best out of different types of agents.
2. Five Critical Floor - Coaching Skills: Module Two is CCFM's marquee module.  Participants learn and role-play five new floor-coaching skills they will use every day, on the center floor.  Numerous variations of each skill are practiced so supervisors are prepared for any situation.
   
   Main Floor-Coaching Skills Introduced in Module Two
   1. Objective - Setting: A new kind of objective supervisors use when agents "know what they are supposed to do, but they just are not doing it".  This powerful skill can improve performance for good in less than four hours.  Finally, accountability, packaged into a one-minute skill!
   2. On-The-Fly Balanced Feedback: Most coaching courses have some type of feedback skill.  On the call center floor, this one works better than anything else we have seen.  It works because it is quick (20-25 seconds), clear, presents both positive and critical observations and gains agent buy-in at the end.
3. Acknowledge/Probe for Solution: How many times have agents deflected coaching by complaining about a problem in the center?  This skill will eliminate "chronic complaining" for good.  It is also excellent for genuine agents who keep asking the same questions over and over (because the supervisor keeps answering them).  Instead, we acknowledge the agent, but we turn back to them for the solution or the answer.  This little skill really helps to mature a center's agents.
4. Quick-Training: When supervisors see a skill deficiency and the agent genuinely wants help, don't wait for the next training course from HR!  That could be hundreds or even thousands of calls from now.  Supervisors can train most selling or servicing skills in as little as two minutes using the Quick-Training formula.
5. Redirecting: How many times have supervisors tried to provide floor-coaching, but they get swamped by agents asking for solutions to their brand new problems?  The skill of Redirecting, combined with a good floor-coaching strategy, will eliminate agent interruptions so supervisors can finally deliver the needed coaching - without taking agents offline.

Day Two

1. Motivational & Formative Feedback: Two additional feedback skills, supervisors use Motivational Feedback to publicly praise excellent performance (while citing specific, replicable skill observations).  They use Formative to eliminate chronic behavioral issues.  If you have agents who use slang, come back late from breaks, resist coaching, have negative attitudes or anything else, Formative Feedback (always done offline) will eliminate them quickly.
2. Critical Coaching Conversations: One of the secrets to being successful in the call center environment "is to talk up sales (or service) all day long on the center floor,"  a direct quote from one of our clients.  Module Four introduces four more coaching dialogues supervisors use regularly, including Daily Goal-Setting, Leveraging Yesterday's Performance and two more for more serious performance challenges.
3. On-The-Fly Role-Playing: A neat little skill in which supervisors "spring" a role-play opportunity on an agent - anytime, anywhere within the center (within reason of course).  This keeps agents ready for anything, which dramatically improves their "effective spontaneity" on the phones.

Day Three

Final Floor-Coaching Role Plays: These final role plays simulate the new call center floor culture as closely as possible. Individually, each supervisor "walks the floor" (the training room) for fifteen minutes, handling as many as seven different issues and observations (other participants play various agent roles).  To be successful, they must a) choose the correct coaching skill and b) demonstrate the skill the same way they learned it on Day One or Day Two.  This element of the workshop completely prepares the supervisor to hit the floor in their new, accountable coaching capacity.

Pricing

• 2.5-day Workshop: $8500.00
• Multiple courses booked at one time: $6900.00 per workshop
• 12-Participant Maximum per workshop.
• Travel is additional.

Get Started Now!

Contact Us today to discuss your center's goals and challenges and whether Call Center Floor Management is the right fit for your center.

Not sure if Call Center Training Solutions' courses are really going to work in your center?  Ask us for referrals.  We will be happy to provide you with a few clients to speak with.  They can tell you about their successful experiences with our programs and even share tips they learned during their center's implementation.