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Call centre agent scenarios


Hi everyone, I'm currently working with a number of Team Managers to build on their existing management skills.  As part of this I'm including lots of skills practise and am in the middle of creating some basic agent scenarios to support the subject of effective feedback.

I realised that there may be a number of people who may already have these and be willing to share?

Things as simple as agent has been underperforming over a 4 week period after usually good, solid performance.  The scenario would have an agent brief and a Team Manager brief.  The objective of the skills practise is to demonstrate the required skills to unearth the 'real' issue and ensure plans, actions etc are agreed.  I apprecaite that providing feedback is a small part of this scenario and will be focussing on all of the skills required.

If anyone would be willing to share any they have used before I would be grateful.

Thanks in advance.


One Response

  1. Scenarios

    Hi Julie,

    This is a relatively hard process to follow in a scenario basis. The reason why I say that, is providing feedback often can then lead to coaching.

    Maybe having one solid robust scenario, to almost use as a case study, as my only worry would be is (especially if they are new to management), is too many scenarios could dilute the Team Leader / Managers ‘instinct’ and they may come across a situation that hasn’t been mentioned and they panic or feel unable to handle a certain situation.

    Maybe having a feedback section, followed by a coaching session could link nicely….just an idea! ūüôā

    Kindest regards



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