ACCREDITED SKILLS PROGRAMME
Performance and Coaching
This programme is intended to enhance the provision of intermediate level service within the Contact Centre industry. The learners will be able to identify and solve performance problems in which coaching responses display appropriate critical and creative thinking. They will also be able to identify and solve problems in relation to performance reviews and corrective action initiatives. They will be able to work effectively with others during the reviewing and implementing of performance standards to enhance teamwork. They will also be able to collect, analyse, organise and critically evaluate information related to the identification of areas of coaching required.