Coaching & Performance Management In Contact Centres

Workshop Outcome:

Coaching towards high performance is the focus of this learning programme. Coaching and performance management tools will be key areas of focus.

Target Audience:

Any individual who wish to be involved in the Contact Centre industry or who is currently in the contact centre industry and want to progress in their chosen career path.

Learning Outcomes:

By the end of this learning programme learners should be able to:

  • Applying statistical understanding to performance targets.
  • Reviewing performance.
  • Implementing performance standard benchmarks. 
  • Identifying development areas within a Contact Centre context.
  • Selecting coaching techniques and methodology.

Coaching Contact Centre personnel. 

Contact Details

Contact Person: 

Danielle Lincoln
Course Details

Unit Standard: 

10321; 10327; 119469;119462

NQF Level: 

Level 4



Course Delivery Method: 

In Class In Class

Presented Presented Courses

Course Duration: 

4 days


R4,700 per person ex vat