Call Center Floor Management

Performance and Accountability

Call Center Floor Management is a 2.5 day program where new and veteran supervisors learn proven, innovative floor-coaching skills that will change the performance culture of your center.

Whether your call center focuses on sales results, quality scores, system proficiency or customer service, the floor manager is the secret to long-term success. Call Center Floor Management helps you achieve this goal.

Call Center Floor Management Course Agenda »

CCFM Will Greatly Improve the Following Issues

  • Supervisors spend their days problem-solving (e.g. escalation requests, system glitches, other "fires") but no proactive, immediate skills coaching takes place.
  • There is no culture of strong, specific skills coaching or real floor accountability.
  • After coaching, there is no follow-up to see that the changes took place.
  • Agents always try to get answers from supervisors first, rather than finding the answers for themselves.
  • Supervisors try to go on the floor and provide coaching, but they are inundated with help requests from agents each time they do.
  • Supervisors are much too soft when they provide floor-coaching.

CCFM Facts

  • Instructor-led, 2.5-day program - up to 12 participants.
  • We work with your real floor-coaching issues.
  • We work together to build a new floor-coaching schedule that will guarantee the new skills are implemented on the floor right away.
  • Loads of role-play practice to make supervisors are experts at each skill.
  • Interactive delivery style makes training fun, applicable and helps create agent buy-in.
  • Complimentary demos of Call Center Floor Management are available. Ask us about them.

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.

The Right Answer for Your Supervisors

"Call Center Floor Management showed our veteran supervisors much more efficient ways to coach in a fast-paced environment.  The principles literally changed our culture.  We still reap the financial benefits, years after the training."

Bob Bridges: Embarq Communications

Proactive Coaching vs. Problem-Solving

Floor managers spend as little as 5% of their time proactively coaching agents' telephone skills.  Call Center Floor Management will put the emphasis on floor-coaching and accountability!

Two Main Elements to CCFM

1) Superior Floor-Coaching Skills
  • Multiple floor-coaching skills that are delivered in less than a minute.
  • Skills that leverage agent strengths.
  • Skills that improve agent weaknesses.
  • Skills that break down agents' resistance to change.
  • Skills that eliminate problem behaviors (e.g. always late from smoke breaks, slang on the phone, etc.)

2) Effective Floor-Coaching Strategy
We work with senior management to build the right floor-coaching strategy and schedule so every supervisor has enough time for proactive coaching each day.

  • We work with your scheduling challenges.
  • We build a schedule so each supervisor has enough floor coaching time, away from problem-solving.

Call us at  800-683-9022  today to see whether your center can benefit from Call Center Floor Management.