Contact Centre Performance Management Training

People Performance Management

Learning Level: Manager

Format: 3 Hours

Delivery: Virtual

When people thrive, performance follows. This practical course gives you the confidence, skills and tools to help individuals succeed, strengthen accountability and create a team environment where people feel supported and valued.

Managing performance can often feel like a balancing act. You want to support your people, build confidence and create a positive environment, while also delivering operational targets and maintaining high standards. Yet many contact centre leaders tell us they know a performance issue exists long before they know what to do about it.

The challenge is rarely a lack of data. Most leaders have access to dashboards, reports and measures of success. The difficulty comes in understanding what is really driving performance, identifying the root cause and having the accountable conversations needed to create lasting improvement. Too often, discussions focus on metrics rather than behaviours, capability, confidence or motivation.

This highly practical course helps you move beyond metrics and adopt a coaching-driven, human-centred approach to performance management. You’ll learn how to spot issues early, diagnose the underlying causes of underperformance and confidently manage conversations that build trust, ownership and accountability. The course explores how performance, engagement and leadership behaviours are connected, giving you a blueprint for success that focuses on long term improvement rather than short term fixes.

Delivered as a three-hour interactive online workshop, you’ll work through real contact centre scenarios, practical exercises and discussions that bring performance management to life. You’ll leave with greater confidence, practical tools and techniques you can apply immediately to create a culture of accountability, engage your people and create a climate of success where performance thrives.

Course content

Understanding Performance Explore the drivers influencing individual performance, engagement, accountability, confidence and capability.

Performance Diagnosis Identify root causes using trends, behaviours, data patterns and performance analysis.

Capability vs Motivation Distinguish between skill gaps, confidence concerns and motivational performance challenges.

Performance Conversations Structure accountable conversations that build trust, clarity, ownership and improvement.

Giving Effective Feedback Deliver feedback confidently while maintaining relationships and encouraging positive action.

Improvement Planning Create practical performance plans with ownership, milestones and measurable progress.

Coaching for Results Apply coaching techniques that strengthen capability, confidence and ongoing performance.

Managing Difficult Reactions Respond effectively to resistance, challenge and emotional performance conversations.

Building Accountability Create clear expectations that encourage responsibility and consistent performance standards.

Creating Performance Culture Develop leadership behaviours that sustain engagement, ownership and lasting improvement.

Learning outcomes

Identify performance challenges early using data, behaviours and meaningful workplace observations.

Differentiate between capability, confidence, motivation and engagement-related performance barriers.

Conduct structured performance conversations that build accountability, trust and ownership.

Create practical improvement plans that encourage responsibility and sustainable behavioural change.

Manage high performance and underperformance consistently while maintaining engagement and morale.

Build a culture of accountability that supports continuous improvement and stronger outcomes.

Improve team performance through clear expectations, coaching and visible leadership behaviours.

Enquire here

Who should attend?

Contact centre professionals responsible for improving individual and team performance.

What will you learn?

Lead confident performance conversations that drive accountability and results.

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

Enquire

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

People Performance Management

Course content

Learning outcomes

Enquire here

Who should attend?

What will you learn?

How much is it?

Format Info

Group discount

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