Training
Training teaches a specific skill or type of behavior.
It is usually a one-time event, in which the agenda is
controlled by the trainer in a formal setting. Training
is also typically a “one size fits all” approach. Think of
when a new system is being put in place – everyone
needs to be trained on that system. A training is
conducted as a short-term action without specific
performance goals or long-term business growth
plan.
VS
Coaching
Coaching a person in achieving a specific goal. It is
ongoing development that allows persons being
coached to find a solution for themselves. The coach
and the coachee determine the content together,
making it highly personalized and an ideal way to
enhance performance. Coaching relies on a learning
and action feedback loop that holds employees
accountable for their performance and outcomes.
Call Coaching vs.
CALL TRAINING
What exactly is call coaching?
It’s coaching for your call handler(s) by a third person who has
listened to and evaluated recorded calls against consistent
unbiased criteria, and is dedicated to helping your call handler
achieve higher call-to-appointment rates by setting goals and
working toward incremental improvement.
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