Coaches Training Blog

Videos for Learning High Caliber Coaching to Cash Clients

  • Home
  • Products
  • About
  • Bio
    • Jeffrey T. Sooey
    • Kris Thompson
    • Dorine Kramer
    • Don Hunter
    • Dave Iuppa
    • Dr. Colette Coiner, PCC, PT, DPT, FAAOMPT
    • Mark Rabbitt
    • Marti Hess
    • Dana Bosley
    • Fred Phillips
    • Kris Thompson
    • Jeannine Yoder
    • Margaret K. Olubiyi
  • Contact
  • (858) 707-5920

Coaches Training Blog

The official blog of Master Coach University
  • Life Coaching Business
  • Become a Life Coach
  • Coaching Tips
  • Coach Training
  • Coaching Certification

Quality Assurance Coaching Tips and Call Center Coaching

June 3, 2016 by Fred Phillips 5 Comments

Quality assurance coaching tips aren’t about ensuring that you are offering quality coaching – it’s about offering coaching to a company’s call center. It’s about targeting a niche and opening up a new target market for your coaching practice.

Coaching Tips
Coaching Tips

What is Call Center Coaching?

Everyone has dealt with a call center or a customer service representative at one point (probably many points) in their life. Sometimes it sounds like you’re speaking with people on the other side of the globe, and other times it seems as if the person is not really listening and certainly doesn’t care about your issue.

However, call centers, customer service representatives, or quality assurance departments are extremely important to a company’s success. Sure, a business can survive for a while without quality customer care, but it will eventually catch up to them, and sales with begin plummeting because word will get around that their customer service is horrible!

Call center coaching is just what it sounds like – it’s providing coaching to the managers of a call center and to the individuals who staff those call centers. This is where you would offer quality assurance coaching tips – to get a company’s quality assurance department running effectively and presenting a positive image for the company.

Quality Assurance Coaching Tips

If you decide to pursue call center coaching as a part of your practice, the number one quality assurance tip you can offer is to be flexible enough to change when change is needed. If you do what you’ve always done, you will get what you’ve always gotten! You probably wouldn’t be hired to coach customer service if company supervisors thought everything was going great – so change is most likely warranted!

So – start with the knowledge that you were hired to make changes, and it is up to you to first identify the problems before you do anything else.

More Quality Assurance Coaching Tips

Once you have identified the problems, it’s time to start coaching. Your next step would be to discuss with supervisory personnel exactly what their goals are for the call center. Do they want a specific number of calls taken in a specified time period? Do they have a maximum amount of allowable unsatisfied customers? Do they want each customer service rep to spend a maximum or minimum amount of time with each customer?

There will probably be many different goals, some measurable and some more subjective. But, like all coaching, identifying goals is a critical part of successful coaching.

Once goals have been identified, you can work with the employees on:

  • Providing them with more skills.
  • Working with them to be more flexible and have the ability to handle all sorts of calls, complaints, and issues.
  • Improving their self-esteem and helping them realize the value they have to the company.
  • Developing a correct process with supervisors, demonstrating that process with employees, and asking for feedback on the process with those employees. Get them invested in the process and comfortable with all aspects of their customer service position.

Call center coaching is like any other coaching in most respects. However, the list of quality assurance tips begins with identifying the problems, and then moves on to identifying goals. It’s a niche that might be worth exploring due to its importance in the success of most businesses.

SPECIAL BONUS — If you would like step-by-step blueprints for generating a massive income from high paying coaching clients, I invite you to claim your FREE ACCESS to the “Life Coach Salary Secrets” video toolkit. Go HERE to get it FREE.

Fred Philips
Business Coach
Writing Team, Coaches Training Blog Community

Filed Under: Coaching Tips, Quality Assurance Coaching Tips Tagged With: Coaching Tips, Quality Assurance Coaching Tips

Click here to subscribe

Facebook comments:

Comments

  1. Paty Gonzalez says

    October 3, 2016 at 1:12 PM

    Thank you for introducing a new target market Fred. What a very informative post about call center coaching

  2. Paty Gonzalez says

    October 3, 2016 at 2:00 PM

    I am probably gonna use the tips on my clients as soon as possible. Thanks again for teaching me to identify problems then identify solutions after.

  3. Aira says

    November 18, 2016 at 6:45 PM

    Hi Fred! I just started a business and this article gave me an idea to increase my sales. I would gather a bunch of good customer service representatives! Thanks a lot!

  4. David Allen says

    January 8, 2017 at 9:54 PM

    Its a beautiful page thanks we liked it.

  5. Maggie says

    May 5, 2017 at 1:11 AM

    I always find myself going through old articles because I still think they’re relevant even to this day. Great article Fred!

Leave a Reply

Your email address will not be published. Required fields are marked *

Search Website

Click here to subscribe

Connect With Me

Facebook  YouTube  Twitter  LinkedIn  RSS Feed

Recent Posts

  • Tailoring Services in Your Business Coaching Business
  • The Evercoach Mindvalley Approach to Coaching Success
  • The Inner Work of Life Coaching Skills Training
  • Crafting Your Life Coaching Business Model Story
  • Lights, Camera, Coach: Film Your Coaching Skills Video

Companies Using Our Coaches

Read by Topic

  • Life Coaching Business
  • Become a Life Coach
  • Coaching Tips
  • Coach Training
  • Coaching Certification

Articles

  • Everything You Need to Know About a Life Coaching Business
  • Life Coaching Career – 6 Steps To Get Started
  • A Simple 5 Step Coaching Strategy
  • Life Coaching Tools To Overcome Fear
  • Marketing For Coaches – Your Key To Financial Success
  • Life Coach Programs – Which Approach Is Best
  • Free Life Coach Certification Training
  • How To Become A Business Coach With A Thriving Practice
  • The Essentials Of Coaching For Success
  • How To Become A Motivational Coach

We’re Featured on Alltop

Featured in Alltop

Rated #8 Coaching Blog on The Planet

top 50 badge

Articles

  • Tailoring Services in Your Business Coaching Business
  • The Evercoach Mindvalley Approach to Coaching Success
  • The Inner Work of Life Coaching Skills Training
  • Crafting Your Life Coaching Business Model Story
  • Lights, Camera, Coach: Film Your Coaching Skills Video

Quick Links

  • Archives
  • Privacy Policy
  • About
  • Products
  • Contact
  • Email
  • Facebook
  • LinkedIn
  • RSS
  • Twitter
  • YouTube

© 2023 · Master Coach University · Coaches Training Blog
Terms of service · Privacy Policy · Earnings Disclaimer