Coach Competency Assessment (CCA)
Need to know if your coaches have the skills required to be successful? Where they need to improve? Who should be coaching which processes?
Being an effective call center coach is not simply a matter of being a good agent or even being a good trainer. It requires the ability to accurately diagnose calls, a thorough understanding of best practices in coaching professional adults and awareness of the impact of coaching materials on on-the-job performance.
The Skills Coaches Need
being an effective coach is not simply a matter of being a good agent or even a good trainer
The Coach Competency Assessment (CCA) is a valid, reliable assessment tool that focuses on the specific skills required to be an effective call center coach:
- Diagnosis of the relevant issues on agents' calls and prioritizes them appropriately.
- Knowledge and skills to clearly explain concepts and provide effective feedback
- Tasks that are selected appropriately to the agent's learning pathway and demonstrate best practices in materials
- Delivery methods that are clear and appropriate to the agent's learning style, skill level and job function
Why it Works?
The CCA covers all the skills required to be an effective coach.
Coaches must demonstrate practical application of adult learning principles, communicative approaches, a solid understanding of key agent skills, formative assessment techniques, effective correction, learning pathway design and adapting materials to the needs of the agents.
See the Certificate in Coaching for more on the skills required of BPO coaches.
Using the CCA in Your Company
We can train your company to use it internally. By accrediting your lead coaches to use this assessment, you can be internally sustainable in hiring and promoting new coaches and identifying professional development pathways for your coaches to ensure high quality coaching.
Or FuturePerfect can use it, observing your coaches live while they coach agents.
What You Get
A detailed report outlining the key strengths and opportunities of all your coaches and clear recommendations on how to upskill them to the required level.