Certified Contact Centre Coach CCCC Training Course Outline

Customer Experience Skills

Certified Contact Centre Coach CCCC

3-Day Course l 100% HRDC Claimable

Course Introduction

Coaching is indeed an integral component in the Contact Centre environment. It is conducted by various parties on various areas of development within the contact centre; namely work-related skills and telephony interactions.

However, coaching is not merely a process that needs to be completed but an important aspect of agent and operational development. Coaching also serves as a quality improvement tool on a whole within the contact Centre environment as it serves as a point of reference for the staff enhancement and improvement.

This program focuses on the end-to-end process of conducting coaching within the contact centre environment. It provides a comprehensive platform to re-evaluate and enhance your coaching process and build on it to further strengthen the quality and productivity of the contact centre personnel.

Learning Objectives

Understanding the different coaching methods within the Contact Centre Environment
How to communicate clearly desired behavior to the agents
Monitoring and giving feedback based on performance
To develop specific competencies that would enable more effective and focused coaching sessions;
Coaching based on specific data such as Key Performance Indexes and Quality

Training Modules

Module 1: Introduction

Module 2: The Difference of Coaching in a Contact Centre Environment

Module 3: Communicating Expectations and Coaching on Behavioral Correction

Module 4: Developing Key Contact Centre Coaching and Mentoring Skills

Module 5: The Contact Centre Coaching Session

Module 6: Conducting Coaching in the Contact Centre Environment

Module 7: Using Contact Centre Matrixes for Coaching

Module 8a: AI Augmentation and Applications in Contact Centre Training

Module 8b: The Contact Centre Performance Feedback and Motivation

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Target Audience

For Contact Centre Manager, Team Leader, Coach, Evaluator, Professionals, and Front Line Service Professionals.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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Customer Experience Skills