Course Overview
Instructing staff is an important part of a call centre manager's job. In Training Techniques for the Call Centre Trainer you will learn how to develop lesson plans, deliver content, and apply instructional techniques to motivate your employees. You will also develop training skills that relate to coaching and monitoring skills. The focus is on call centre-specific training skills, including using role-plays, recording and peer-to-peer feedback for performance improvement.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
2.0
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
At the end of this workshop, participants will be able to:
- Develop lesson plans.
- Deliver content using a variety of interactive techniques specific to call centre training, including role-plays, recordings and peer-to-peer feedback.
- Provide accurate feedback based on agreed standards.
- Identify common challenges to training in the call centre environment.
- Explain training practices with reference to educational theory and the work context.
Effective as of Fall 2010
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.