Marketing Essentials for Contact Centre Managers

The marketing activities of your organisation, from TV advertising to national press and email campaigns, drives enquiries to the contact centre. This workshop will help you understand how you can be ready to support those campaigns.

Course Description

This 3 hour virtual workshop explores the principles of marketing, and how it relates to the contact centre.

The session is supported with relevant case studies, plus facilitated conversations with your peers to share ideas and best practices. If you’re new to marketing, or it’s time for a refresher, this course will take you through the principles of marketing you need to know in 2022.

Learning outcomes

By the end of this course participants will be able to:

Define what marketing is, and what it isn’t
Understand how marketing campaigns are created
Identify opportunities to share valuable insights with the marketing team
Understand how two-way feedback will help you with contact centre resource planning

Benefits to your business

For the marketing team the contact centre fulfills several important roles. Firstly, it is one of the main points of contact with customers and as such a ‘moment of truth’ in the customer relationship. Secondly it is often down to the contact centre to handle response from marketing campaigns, whether those are phone calls or emails. Marketing of course wants to optimise those results and convert as many fresh leads as possible into paying customers.

Aligning your contact centre operations with the marketing team’s campaigns and objectives ensures that the necessary resources are available to the marketing team to optimise results. That leads to more new customers and more customers retained, which also makes for happy marketing people.

What is Coaching?

Learn what Coaching is and understand why it’s an important skill for individuals who manage people in contact centres

When is it right to coach?

Attendees will assess when it’s right to coach and when its right to be directive. Along with examining the potential negative impact of telling team members what to do and how to do it.

Key Coaching Principles

Discuss and Agree the critical beliefs, behaviours and principles required of a manager who coaches.

Develop your Listening Skills to a deep Level

Learn how the brain filters information and understand how this can act as a listening barrier.

GROW Coaching model

You will be introduced to the ‘GROW’ Coaching Model and apply it during a practise coaching session within zoom breakout rooms

How limiting and negative beliefs impact performance

You will be introduced to the ‘Belief Cycle’ and explore how positive and negative belief cycles drive positive/negative behaviour and thereby result in the outcomes achieved.

How Coaching can help team members change a limiting/negative belief and achieve better outcomes

Explore coaching questions and techniques that can help individuals recognise the part their own beliefs and mindset play in achieving current results

How Learning Styles can impact your coaching style and the results you achieve.

You will have completed a learning styles questionnaire prior to the session. Therefore, during this session, you will explore your results and discuss how your preferred learning style(s) can impact your coaching style.

You will also explore ways to adapt your coaching style to meet the needs of your team members

The use of a Performance Wheel to coach individuals across a range of performance levels.

You will be introduced to a Performance Wheel to enhance your coaching sessions. This tool can be used for coaching team members at all levels of performance standards, from under-performers through to high-performers.

Coaching individuals who feel ‘stuck’ and lack motivation.

There are times when you may notice a team member is lacking motivation and thereby not taking positive steps to achieve better outcomes. This part of the workshop will introduce you to ‘Pleasure and Pain’ theory and a coaching activity to help individuals find the motivation to move forward.

Abide Coaching Model

You will be introduced to the ‘Abide’ model, as an alternative to ‘GROW’. This model has been created by Jacqui Turner, to effectively coach contact centre teams and help them overcome barriers such as a ‘limiting’ belief about what they are capable of achieving.

You will practise the application of this model during break out room coaching sessions.

About the trainer

Luan Wise

Luan is an independent marketing consultant with over 20 years’ experience in agency, client-side and consultancy roles. She’s also a LinkedIn Learning course instructor, lead trainer for Facebook and Instagram, and author of the award-winning book, Relax! It’s Only Social Media.

Enquiry Form

To request information about this course or book it please fill in the form or email info@ccma.org.uk.

Format

3-hour online workshop using Zoom or Teams

Who is it for?

Contact Centre Team Leaders and Managers.

Why should you go?

Learn to better integrate your contact centre with the marketing department to fulfil marketing campaigns.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings