Our Expertise

The Contact Centre Coach is a South African based contact centre management consulting and coaching company. We have been in operation since May 2002 and have had extensive exposure within 17 countries across Africa, providing consulting, skills development, and coaching services to the fast growing contact centre (call centre) industry.

Lynnette Morris, the Managing member of the Contact Centre Coach is an independent specialist Contact Centre Management Consultant and Executive Coach. She has 20 years experience in the contact centre service and sales industry from defining customer contact strategies, facilitating the development of best practice contact centres; auditing and assessing contact centres; deploying quality management and customer experience initiatives, developing bespoke skills development programmes and implementing standardization initiatives across 16 operations in Africa to support the achievement of developed service strategies and operational support plans.

The Contact Centre Coach contracts associates that have specialist skills to complement the service offering and to ensure the most cost effective and customised solution specific to each individual clients needs.

We are all:

• Passionate about improving the Contact Centre Industry by sharing our experiences, skills and resources with our clients and the industry
• Independent, objective and experienced in the Contact Centre industry
• Performance improvement coaching specialists
• Assessed against the Contact Centre Coach competency profile for the assigned role
• Supported by industry partners who are able to access additional information and support, as and when required.

Approach & Methodology:

Our approach is using a consultative and evidence based approach to improving Cntact centre’s performance.

We use a Continuous Improvement methodology that is a:

• A continuous cycle of
• identifying areas that need to be improved using the Contact Centre Coach (CCC) tools (CCC job profile assessment and/ or the CCC Best Practice & Standards Contact Centre Audit),
• developing specific interventions that are agreed and proven to successfully achieve defined results within specific time frames
• deploying and communicating the agreed interventions as per defined project plan and timeline,
• constantly monitoring the change impact  and measuring success
• Addressing any risks or deviations to required results (strategic, operational and skills gaps that are identified as risks) , reporting back on progress and recommendations for ongoing improvements.