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Call Coaching

Develop your call coaching skills and empower your service desk team to deliver the consistent high standard you want.

Who is it for?

Service desk managers, supervisors and team leaders who wish to learn best practice in call coaching techniques, adopt a programme of continuous improvement for telephone support and fine-tune the skills of their telephone based first-line IT support team

What is it about?

Coaching has become recognised as one of the most powerful and effective tools for the development of individuals and the service desks they work on. This course covers the complete coaching process and the techniques of call coaching for service desk analysts. Delegates will learn how to develop a programme of first-line IT support call coaching to ensure that the individuals in their team both meet and exceed the customer service goals set for them.

What will I get out of it?

• Knowledge of how to establish a coaching cycle for service desk analysts
• An understanding of how to implement of a culture of improvement into the service desk
• The ability to overcome obstacles that stand in the way of individual and team effectiveness when dealing with customers on the phone
• Improved individual and team performance by empowering SDA's to manage every call consistently and successfully
• Improvements in the speed of successful call resolution through spot-techniques
• Improvements in the accuracy and relevance of imformation required to resolve or escalate calls
• Increased motivation throughout your team

• Improved customer satisfaction

Course overview

• Definition of call coaching - understand what call coaching is and how it can benefit your service desk
• Objectives of call coaching - examine the objectives of call coaching and understand how it can work for your service desk
• The coaching process - learn how to implement a call coaching process from start to finish
• The call coaching ‘Code Of Conduct' - establish the importance of the code of conduct in call coaching
• Call coaching expectations - learn how to agree on who does what and how to establish behaviours and expectations from the outset so there are no surprises on either side
• Manager as coach - explore your coaching personality and establish your coaching profile, strengths and preferences
• Coaching behaviours - learn how to understand and address difficult, emotional or personal areas and develop your skills to enable you to work through this within the coaching process and successfully overcome these potential show stoppers
• Learning and coaching styles - identify your own style, and that of your coachee, to ensure your coaching programme is successful

Download the course details and full course overview here:

  Call Coaching For Service Desks

Course Prices

SDIe corporate members - £395 + VAT
Non-members - £495 + VAT

Course Dates and Venues

SDI's one-day Call Coaching For Service Desks course is run exclusively at the SDIe Training Suite in Orpington, Kent.

If you would prefer to book with our training team directly please contact us on training@sdi-e.com or call +44 (0) 1689 889100.

The Call Coaching For Service Desks course can also be taken as an in-house course, click here for more information.