Contact centre management – for team leaders and supervisors

Call center team at office on the phone with headset

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.

Workshop objectives
This workshop will help participants:

  • 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
Who should attend?
This one-day programme is designed for managers, team leaders and supervisors working within a contact centre environment.

AA very practical, interactive one-day session for a maximum group size of 12. There are lots of different activities throughout the day – group exercises, ‘table-top’ activities, critiquing of real-life calls / video clips, quizzes, practice activities and scenarios – as well as a number of formal inputs from the trainer.

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.

Special features
The majority of the training we deliver is either tailored or completely bespoke. This workshop can therefore be delivered entirely as advertised, or it can be tailored to your particular requirements, or we can simply take it as a starting point for a conversation with you before we draft a completely bespoke programme for you – the choice is yours. As a rule, there is no additional charge for this service.

This programme is supported by the book Contact Centre Management – 25 Team Management Activities (written by the trainer and published by Echelon).

Expert trainer
Jocelyn is a highly experienced and very popular management, personal effectiveness and customer service trainer / coach / consultant. After fifteen years as a training manager within blue-chip organisations such as Motorola and Thorn EMI, she established her own consultancy in 1998. A passionate advocate of training for a reason, Jocelyn has a practical approach to training which focuses on giving participants and organisations relevant knowledge and skills improvement which is immediately transferable to the workplace.

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

Workshop outline

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!