Training and Coaching Flashcards
7 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Training and Coaching flashcards as text
Which coaching method involves a supervisor listening to a live call and providing real-time guidance to the agent through a hidden audio channel?
Answer: Whisper coaching
Whisper coaching allows a supervisor to speak directly to the agent during a live call without the customer hearing, enabling real-time guidance.
What is the primary goal of a needs assessment before designing a call center training program?
Answer: Identifying performance gaps and knowledge deficiencies
A needs assessment identifies specific performance gaps and knowledge deficiencies so that training can be targeted and effective.
Which learning model describes training that is self-paced, accessible on-demand, and delivered through digital platforms?
Answer: E-learning
E-learning refers to self-paced, on-demand training delivered via digital platforms, allowing agents to learn at their own schedule.
During a post-call coaching session, a supervisor reviews a recorded call with an agent. What best practice should the supervisor follow?
Answer: Use a structured framework like the sandwich method or SBI model
Using a structured feedback framework (e.g., Situation-Behavior-Impact or the praise-correct-praise sandwich) ensures balanced, actionable, and constructive coaching.
What does 'role-playing' as a training technique primarily help call center agents develop?
Answer: Soft skills and handling difficult customer scenarios
Role-playing simulates real customer interactions, helping agents practice soft skills, de-escalation techniques, and responses to challenging scenarios in a safe environment.
Which metric is most commonly used to evaluate the effectiveness of a call center training program?
Answer: Average handle time reduction pre- and post-training
Comparing average handle time (or other KPIs like CSAT and FCR) before and after training measures whether the training produced measurable performance improvements.
What is microlearning in the context of call center agent training?
Answer: Training sessions lasting less than 15 minutes focused on a single skill or topic
Microlearning delivers short, focused training modules (typically under 15 minutes) targeting a single concept, improving retention and fitting into agents' busy schedules.