What is call centre coaching?

Call centre coaching is a quality management practice within a call centre environment aimed at enhancing the skills, performance, and effectiveness of call centre agents. It involves providing agents with structured feedback, guidance, training, and support to help them improve their capabilities and meet performance targets. This coaching fosters a culture of improvement and empowers agents to deliver exceptional customer service.

What are the benefits of call centre coaching?

The benefits of call centre coaching are numerous, including enhanced agent performance, consistency in service delivery, improved agent motivation, reduced errors and escalations, higher customer satisfaction, and increased talent retention.

Speak to a consultant

We are accredited partners with

Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

Back to our Contact Centre Glossary >