Team Coach 2.0

Theory is important as a basis, but ContactExpert always emphasises the practical application in all its training courses. That’s why we always use real-life examples from your operations in this training. This makes the subject matter recognisable for the participants and what has been learned can be applied more quickly and easily in their specific situations.

This training has been compiled based on our decades of experience in leadership and coaching in Customer Care departments and has been further optimised over the years based on feedback from our customers and previous participants.

At the end of this training, the participants are able to lead, coach and develop a team and individual employees with confidence and the right techniques. They do this in a proactive, consistent and honest manner and are aware of the example that they set and adjust their behaviour, attitude and communication accordingly. They are aware of their active, entrepreneurial role in the bigger picture and take up their responsibilities towards the team and management.

Team Coach 2.0 has a set of modules that can be added or omitted based on your needs. This creates a training that perfectly suits your specific needs, but always maintains its coherence:
 

Standard modules in the Team Coach 2.0 training:

• The Essence of Customer Care
• How a Customer Care Organisation works
• Leadership & Setting an Example
• Coaching & (Team) development
• Communication with the Team, colleagues and management
• Managing performance (KPIs, targets, follow-up & improvement)
• Managing attrition and absenteeism
• Continuous improvement
• Dealing with Difficult Situations
• Personal organisation & time management
• Dealing with changes for yourself and the team

Optional Modules & Topics:

• Leading a team you were formerly part of 
• Introduction to the principles of workforce management
• Communication with the client
• Dealing with workload & stress

Beginning and experienced managers of teams of customer contact agents/advisors in Customer Care departments or contact centers.

With the standard modules: 4 days (can be spread over 4 weeks)
We are happy to make a personalised proposal if you choose 1 or more optional modules or your own content.

For the training with the standard modules: €7,000, regardless of the number of participants (maximum 6).

• The use of cases & examples from your real-life operations is included in this price. If you would like to have greater customisation, we would be happy to make a personalised proposal.
• The rates are excl. 21% VAT
• Payment within 30 days of invoice date
• Kilometre allowance for the trainer at the applicable federal rate ex-Diegem.
• Accommodation costs for the trainer (only after consultation & your approval)

At your location or at one of our locations in Hasselt (our training centre), Antwerp, Diegem, Liège, Leuven or Ostend. In the Netherlands, the training takes place in Weert or Eindhoven.

Using examples and cases from your practice is already included in the price. If you would also like to include further additions or adjustments, we would be happy to discuss this with you and then make an adapted proposal.

Register here