Creating Member Loyalty^TM System of Training

Sales Leadership: Call Center Coaching

This program reinforces the sales and service model and strengthens the member experience. Call center managers can provide valuable encouragement and support to strengthen the sales & service effectiveness of their team. By routinely reviewing actual member interactions during one-on-one coaching sessions, the call center rep receives targeted feedback and systematically learns a process to self-assessment.

Typical credit union call center examples are used to directly engage managers in simulated coaching experiences. They will be able to immediately apply skills & strategies to coach their staff.

This Program is Designed for

• Call center managers

Learning Objectives

• Improve staff effectiveness by providing balanced feedback – focusing on key strengths and areas for improvement
• Create linkages between service skills, sales effectiveness and member loyalty
• Strengthen staff’s critical understanding of the sales and service process and enable them to self-assess
• Build an environment that encourages and rewards discretionary effort toward achievement of credit union goals

Program Content

Training Time

• 7.5 hours