I am currently carrying out some research into coaching within call/contact centres.
Many people know that coaching is a great way of improving performance and motivation and should be one (if not the) most important part of a team managers/coaches role. I am keen to hear of what support/coaching the team manager/coaches get from official training programmes, to refresher training and on the job support and help.
I am very keen to hear from team managers/coaches as to what sort of training they have had to be coaches and what sort of support they get on a daily, weekly, monthly basis.
I am also very keen to hear from anyone who works in a call/contact centre as to what support they provide for their coaches.
Thanks for any help and support in advance.
Neil
Neil Wilkins
2 Responses
Call centre coaching
There are some case studies at http://www.e-a.co.uk/customer_experience/case_studies.htm Perhaps that might give you a lead.
Graham
Training Programme
McKintyre and King of Brunswick Dock in Liverpool did have a call centre training programme. I am unsure if this is still operational but it may be worth calling them.