Being a team leader or supervisor in a call/contact centre presents unique challenges. In order to deliver response times that meet customer needs an appropriate level of discipline is required. Often, this is done in a way that alienates staff resulting in high levels of staff turnover and poor standards of customer service. This course aims to equip team leaders and supervisors to support the business and their teams in a way that promotes a positive working environment which is focused on meeting the needs of their customers.
Course Objective:
To enable team leaders and supervisors working in call/contact centres to effectively balance the needs of their business, customers and staff in order to deliver higher standards of service and positive staff morale.
Course Benefits: On completion of this workshop you will:
Understand the unique work dynamics of a call centre
Have clarified the purpose and responsibilities of your team
Know how to manage performance for results
Be able to give and receive feedback effectively
Have a plan for creating a positive working environment
Have a communication plan to meet the needs of your team, your customers and the business
Understand the essentials of sound problem-solving
Know how to present ideas for improvement so that they get heard
Know how to work assertively with other departments
Who should attend?
Supervisors and Team Leaders who work in a call/contact centre environment who have received no formal training for their role.
Supervisors and Team Leaders who have received general supervisory training which was not specific to the call/contact centre environment.
Deputy Team Leaders and potential team leaders who are preparing for this role in the future.
Part One - Understanding Call Centre Dynamics
Customer expectations
Managing the demands for quality and quantity
Understanding the "stats"
Matching resources with demand - the scheduling process
Focusing on what you can and can't influence
Part Two -Achieving Your Targets
Clarifying the purpose of your team
Establishing goals for your team and your team members
Effective performance reporting
Monitoring performance
Giving and receiving feedback
Part Three - Creating A Positive Working Environment
Understanding the personal impact you have as Team Leader
Recognising the different styles in your team
Maintaining discipline without being controlling
How to communicate effectively in order to keep team members up to date and to encourage ideas and suggestions
How to support those doing "boring and repetitive" work
Part Four - Working With Others To Achieve Your Goals
Identifying and presenting ideas for improvement
Dealing with the root cause not the symptoms
Being assertive when dealing with internal suppliers and customers
