Consistent Coaching and Training Outcomes
Call Center Quality Monitoring programs are only as strong as the business results they drive. Insights can be powerful but lasting results are dependent upon management making quality a priority when hiring and developing strong coaches, sharing best practices, and calibrating on the customer experience.
Northridge’s Call Center Training and Coaching Programs ensure consistent, high-quality coaching is in place to drive results.
Key offerings of our Coaching and Training Programs include:
Call Center Training program
A unique call center training program developed by The Northridge Group that utilizes immediate feedback techniques to educate contact center agents and customer service representatives on how to provide better customer experiences. Program provides instant feedback, ensures compliance, enables proactive (not passive) coaching.
Customized Call Center 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 call center coaching.
Baseline Coaching Assessment
Determine the effectiveness of the existing coaching process. Analyze the quality and style of the call center 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.
On-site Call Center Training
Multi-day training sessions provide supervisors, managers, and call center agents with training aids, coaching techniques and overall guidance for future training programs. Training groups conduct 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
Develop specific and tailored action plans with each front-line supervisor to realign supervisors on the core responsibilities of their positions. 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 measurable improvements in customer experience and business outcomes.
There is No Substitute for Effective Coaching and Training.
“The program has been very effective so far. The huddles allow us to review important updates as a team, which allows us to be more effective on the phones. The one-on-ones have given me the opportunity to discuss getting licensed with my manager as well as getting assistance with more complex cases that I am working on and need help with.”
Client Stakeholder, Fortune 500 Financial Services Enterprise
Moving the Needle on Customer Experience
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 their call center staff receives.
targeted weeks of training for Fortune 100 contact center
basis-point increase in First Call Resolution
fewer service cancellations
Northridge’s Call Center Quality Monitoring Solutions
At Northridge, our approach to quality assurance monitoring focuses on customer impact and helping your organization continuously improve the customer experience.