Contact centre management – for team leaders and supervisors
Leading a team in a busy customer-focused organisation requires flexibility, resourcefulness, responsiveness and initiative. This one-day programme focuses on the particular traits of leadership and management needed within the contact centre environment and is an ideal induction for those newly promoted from call handler or agent into the role of team leadership.
Please click HERE to be taken to our sister brand’s website, The Customer Service Training Company, where you will find a more up-to-date version of this programme.
Full details below or download workshop outline.
- Appreciate best practice in contact centre management
- Use quantitative measures more effectively
- Manage performance
- Balance resources
- Improve how they monitor quality
- Role model key behaviours
- Develop their teams
The style is very facilitative and learner-centred, taking into account the needs and preferences of the group on the day whilst at the same time delivering the programme as agreed with the client in order to meet the specified learning objectives.
This programme is supported by the book Contact Centre Management – 25 Team Management Activities (written by the trainer and published by Echelon).
A published author of training materials (including Contact Centre Management), her many clients cover an impressive range of sectors, including manufacturing, telecoms, retail, film and music, local authorities and universities. Equally impressive is their appreciation of her work, as the following comments show:
‘I would like to take the opportunity to thank you for the recent telephone training course that you prepared and tutored for my Customer Services Department. The content was well received, and accurately reflected the day to day issues that occur on a busy desk. I have since reorganised the department to take advantage of the new professionalism… and it has made a big difference. Given the success of the proactive telephone selling course you prepared and ran for me a few years ago … I just knew it would be a success.’ – Philips
‘This was clearly an excellent course. It really brought the best out of the managers. You’ve given them a foundation for the rest of their working lives.’ – PPL
‘I would like to take the opportunity of thanking you for the way you worked with us to make a great success of the induction programme for the Centre. It was a pleasure working with you in partnership.’ – One 2 One
1 What is a contact centre?
- How customer service provision has changed – and continues to evolve
- Common operating practices
2 Defining standards
- Using measurements and metrics such as, amongst others:
– Average call handling time
– Typical response times
– Call backs and escalations
– Abandon rate
- Quality measures for interactions with customers
- Complaint monitoring and resolution
3 Contact handler skills
- Recruiting the right approach
- Training and development
- Appraising performance
- Rewarding performance
- Correcting under-performance
4 Managing staffing levels
- Working with shift patterns
- Resourcing to forecasts
- Scheduling time-outs
- Monitor ‘do not disturb’ or admin performance
- Disaster recovery plans
5 Quality monitoring
- Contact quality monitoring
- Reviewing quality of contact – sampling emails, calls, etc
- Defining or using company metrics for measurement
- Reporting data and stats
6 Supporting the team
- Demonstrating role model behaviour
- Dealing with complaints and escalations
- Motivating and encouraging contact handlers
- Coaching talent
- Managing back office
- Communicating results and expectations
7 Pulling it all together
- Personal action plans
Any questions? Please just give us a call on 01582 714285 – we’re here to help!