Consistent Coaching and Training Outcomes
Quality Monitoring programs are only as strong as the business results they drive. Insights can be powerful, and impactful results are dependent upon management making quality a priority, hiring and developing strong coaches, sharing best practices, and calibrating on the customer experience. The Northridge Group’s Coaching and Training Program ensures consistent, quality coaching is in place to drive results.
“This is the best training I have received in my 10 year career!”
Customer Service Agent,
Fortune 100 Contact Center
Key Offerings of the Coaching and Training Program:
- Baseline Coaching Assessment: Determine the effectiveness of the existing coaching process. Analyze the quality and style of the coaching methodologies, as well as the operational support that is in place to drive performance. This includes customer experience goals, coaching culture, metric alignment, time management, and coaching skill development.
- Customized Coaching Program: Once we have a full understanding of the customer experience expectations and have achieved alignment on the role of the coach, manager and agent, the team can begin to teach and reaffirm effective coaching skills. Tools are provided to assist with the coaching process with clear expectations on the frequency, quality and style of coaching.
- On-site Training: Multi-day training sessions provide supervisors, managers, and QA teams with training aids, coaching techniques and overall guidance for future training programs. The group conducts call listening and role play exercises to ensure understanding. The training sessions provide an opportunity for teams to share coaching and training best practices and ensure supervisors’ understanding and application.
- Action Planning for Improved Results: The Northridge team develops specific and tailored action plans with each front-line supervisor to realign supervisors on the core responsibilities of their position. Documented planning continues to drive accountability along with the inclusion and involvement of mid-and-senior management teams to drive further success with the program. Analysis of results confirms measureable improvements in Customer Experience and business outcomes.
An excellent customer experience requires continuous attention to the service your representatives provide to each customer interaction. Each key Moment of Truth builds your overall brand so it is critical that businesses pay continual attention to the training that representatives receive. With the Northridge Group’s strategic coaching program in place, organizations can move the needle on customer experience.