Call Center Leadership Training That Drives Call Center Metrics
The single biggest challenge in any call center is having the ability to meet or exceed your metrics. Creating consistency is the most difficult challenge for all leaders. The solution is simple. Simply provide effective call center leadership training for your front-line leaders how to become a how to become a truck driver.
Why is this so important? Front-line leaders determine the success of the center. They touch the most important asset of your center, your agents. Supervisors (and team leaders) influence productivity, quality and to some extent, customer satisfaction. If these leaders aren't strong then your results will not be strong.
Your front-line leaders are faced with many performance challenges on a daily basis. How they react determines the outcome (or the result.) So the important question that needs to be asked and honestly answered is how effectively are you preparing your leadership team to address performance issues?
Let's face it, many of the new team leaders (supervisors) are promoted from the agent ranks. Creating this career path is great if you provide ongoing leadership training. Skills need to be developed and proper business processes need to be followed.
Unfortunately, many center's do not have a formalized leadership training program put into place to support these new leaders. Metrics are positively driven by these front-lined leaders, therefore it only makes sense to properly prepare them to be an effective leader.
Through extensive best practices research, I believe that there are 15 critical areas that need to be addressed. By providing these to your supervisors, as well as, other members of the support teams, you'll find that your overall team delivers better results.
Skills like what it means to be a supervisor, coaching, team building and communication just seem obvious. However, topics like understanding individual behavior, positive leadership and listening skills play a vital role in motivating your call center agents.
Call center leadership can be a thankless job that is why it's important to have training modules like time management and stress management also included. The benefit with leadership training designed as modules is really two-fold. First, you can conduct official “On-Boarding” training, which includes all of the modules. Or secondly, you can offer training on an “as needed basis” and only run an employee or a few through one module at a time.