Sectors

Application of Qcoach in a multitude of industries

Qcoach Learning and Qcoach Evaluate have a wide range of applications. Qcoach Learning in conjunction with video recordings can be used for developing critical behavioural skills, also known as soft skills and interpersonal skills. Qcoach Evaluate can be used not only within the contact center industry but in any application which requires an evaluation to be made based on a set of defined competencies and using either an audio or video recording for the interaction being assessed. The following are only some of the many examples.

Contact Centers

Qcoach Learning is used to develop advisors' soft skills to a common standard and consistency across a single or multiple contact centers. It is also used to achieve consistency in call evaluation and coaching by the team leader group or quality auditing team. Qcoach Learning provides a formal accreditation process for both advisors and team leaders. Qcoach Evaluate enables contact centers that already have voice recording to add an easy to use and cost effective quality monitoring solution. Qcoach Evaluate is available from OEM partners ready integrated or it can be tightly integrated by the client using the free API.

Emergency Services

Emergency Services record all their calls and this provides the opportunity to use Qcoach Evaluate and create a powerful call handling performance management solution. Emergency services across the globe are recognizing that it is not only productivity but also quality that matters when managing such an important call handling activity. Qcoach Evaluate works with any make voice recorder and can be purchased with only a minimum of 5 licenses. Qcoach Learning is used to develop learning modules based on real calls covering different emergency scenarios. These modules are used to prepare call handlers to cope with critical calls in advance of having to deal with such an eventuality, for example a terrorist bomb, firearms incidence, rape victim etc.

Qcoach Learning is also used in firearms and interviewing training.

Large Commercial Organizations

Qcoach Learning is used to develop generic behavioral skills such as selling, interviewing and coaching for performance. Learning modules are authored by the company and made available to learners worldwide. This is a cost effective method of developing high level soft skills across a large and disparate population.

Medical

GP (doctor) training requires a high level of consultation skills. Using Qcoach Learning with video recordings of patient/doctor interactions is an ideal way for ‘experts’ at national or Deaneries to create learning modules covering the required skills in a situational context. Qcoach Learning can also be used for other groups of medical professionals such as nursing and counseling.

Educational/Schools

Qcoach Learning is used within schools in three major and highly significant areas to provide a highly cost effective learning method:

Assessment for Learning – developing the questioning, listening and other skills associated with using formative assessment techniques. Learning modules, using video, can be developed easily (no authoring skills required) by experts at school, region or national level and made available to teachers to undertake in byte sized chunks during convenient times.

Peer Coaching – Using coaching as one of the most important tools in the continuous development of teachers’ performance is recognized worldwide. But instilling effective coaching skills cannot readily be achieved through a short 2/3 day course. Not only is this expensive but not sustainable. Using Qcoach Learning coaching training specialist can author powerful learning modules and make them available on a pay per use basis to their target market. Equally, a group of schools or a region can arrange to create the modules themselves and share these between them.

Classroom Skills – Using video recordings of classroom sessions, coaching style learning modules can be created by subject matter experts such as experienced teachers. These can be used for newly qualified teachers and for specialist training.

Questioning Techniques – The successful introduction of 'Assessment for Learning' requires the teacher to use effective questioning techniques. Qcoach Learning is an ideal vehicle for highly experienced teachers and trainers to share their expertise by authoring learning modules and making them available for the teaching community to enjoy and benefit.

Behaviour Management – Recognised as one of the key issues in education. Qcoach Learning offers a unique solution for experienced teachers/trainers in Behaviour Managent to author one-to-one coaching style learning modules which will help to further develop these critical skills.

Training Companies

Training companies that provide training that is strongly based on soft skills can create a blended offering by including Qcoach Learning modules that they author and include as part of their training solution. Not only does this differentiate their offering but also enhances the learning and generates additional revenue. To author the modules requires no specialist authoring skills – simply their expertise delivered in a coaching mode. Qualtrak manages the technical support and the hosting of the modules.

Qcoach Learning is used in many areas of inter personal skills training including: