EFFECTIVE LEADERSHIP IN THE CALL CENTRE

The Role of the Supervisor and the Team Leader in Call Centres

Module 1 - The Call Centre Service Environment

• Call Centre Concepts
• Customer Contact Centres – Variations on a Theme
• Call Centre Components
  • People
  • Process
  • Technology
• The Role of the Call Centre Manager
• The Role of Supervisors and Team Leaders in the Call Centre
• Customer Relationship Management
• Call Centre Factors
• The Culture of Call Centres
• Developing & Maintaining Positive Call Centre Culture
• The Benefits of Positive Call Centre Culture

Module 2 - Leading and Motivating Teams of People

• The Power of the Team
• The Role of the Team Leader and Supervisor – Leadership Style
• Team Style
• Characteristics of Effective Teams
• Stages of Team Development
• Team Development Strategies
• Developing action plans with teams

Module 3 - Understanding Performance Management

• Setting Performance Standards within a Call Centre
• Quantitative and Qualitative Key Performance Indicators
• Different Types of Performance Monitoring
• The Quality Monitoring Process
• Identifying Training and Coaching Requirements
• Agent Development
• The Real Time Monitoring Process

Module 4 - Coaching

• Coaching defined
• Mentoring defined
• The Benefits of Coaching
• The Roles and Responsibilities of an Effective Coach
• Coaching to Improve Performance
• The Coaching Process
• Coaching Techniques

Module 5 - Giving Effective and Constructive Feedback

• Giving and Receiving Feedback
• Characteristics of Constructive Feedback
• Pitfalls to Avoid when Giving Feedback
• Benefits of Feedback

Module 6 - Reporting in the Call Centre Environment

• Historical Reports
• Call Data Report
• Agent Data Report
• Consolidated Call Centre Reports

Module 7 - Dealing with Stress

• Sources of Stress within the Call Centre Environment
• Identifying Personal Sources of Stress
• Stress Management Techniques

Objectives and Purpose

Research shows that the top three challenges facing team leaders and supervisors in contact centres are:

1. How to motivate your team members and combat high staff turnover and absenteeism
2. How to transform your staff into service sellers and deliver outstanding customer service continuously
3. How to increase employee performance in a pressurised work environment

The aim of Effective Leadership in the Call Centre is to equip call centre supervisors and team leaders with the skills, information and knowledge to combat the typical challenges experienced in the highly specialised contact centre environment. The programme equips learners with the necessary knowledge, and skill to lead teams of people, motivate staff, utilise technology effectively, and manage performance and service level benchmarking within the scope of contact centres. It also aims to provide learners with a fundamental understanding of how to build teams and boost morale through applying effective leadership techniques.

Style of Learning

Facilitated sessions are conducted (50 % lecture-based and 50 % workshop based) consisting of group work, discussion and practical application of the skills learnt. Sessions are run as interactive, creative, formal or informal and experiential workshops.

Programme notes are personalised to client requirements and to ensure that the content, examples provided and practical sessions are relevant to the learner’s work environment and experience.

The training programme is outcomes based and is aligned to registered unit standards from the SAQA registered qualification: National Certificate in Contact Centre Operations NQF Level 4.

All facilitators have relevant subject matter expertise and experience within the contact centre industry.