Welcome to our Call Centre Team Leader training page:


Team Leader’s role and objectives

Accountable for day-to day performance through managing staff and developing innovative strategies to achieve more sales or appointments
Coach and develop agents through “side-by-side” and recorded calls and follow-up with critique to improve results
Encourage and facilitate individual strengths within the group
Provide feedback and suggestions after calls.
Implement and execute call Quality assessment process
Support the department’s sales goals through personally making ad-hoc calls.
Reduce risk by ensuring that all activities are conducted in compliance with applicable regulations and keeping accurate records
Prepare monthly projections; consistently attaining the forecasted amount
Manage and motivate agents
Interview, coach and train
Audit and implement new procedures to maximize performance
Supervise the workload of the team, allocating team members to optimise performance across the hours of the operation.
To ensure that the team follows established procedures including adhering to agreed Key Performance Indicators and quality standards
To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and developing future strategies
The Team Leader is responsible for the everyday running of the shift and the solving of immediate customer problems.
The Team Leader organises regular appraisal and personal development meetings.

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Call Centre Team Leader Training must equip Team Leaders for the following key responsibilities:

To manage a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service to the Company and its partners.

To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Customer Service Department.

To monitor the changing needs of service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.

To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.

To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.

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Who should attend

This program is prepared for call centre team leaders who lead the following teams:

Telesales
Customer Service
Debt collection
Live chat & Email response

Methodology

100% Activity based training
Group discussions
Case studies
Interactive storytelling
Video presentation

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Responsibilities of a Team Leader

Agreement on the required skills, knowledge and attitude to excel in telesales, service or debt collection through phone
Discussion: Brainstorming the list

Team development

Team development stages
Exercise: Identifying your own team’s development stage

Synergy through leadership styles

Your leadership style
Adjusting your leadership style according to your team’s development stage
Four Call centre leadership styles explained
Exercise: Action plans developed together with the trainee

Call monitoring and evaluation

Monitoring call quality
Trainer launches his own CALL QUALITY ASSESSMENT FORM
Exercise: Assessing pre-recorded calls and completing the form for each call
Review, encouragement and critique by the trainer

Coaching for success

Coaching model
Pre-coaching preparation
Exercise: Coaching interview and practice

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Decoding / picturing the statistics in order to develop improvement strategies.

Some common aspects to consider are:

Data cleanliness
Number of customer contacts per day
The time of day that produces most sales
The individual agent or team that produces most sales
Talk time or Average call duration etc
Average sales amount per FTE (Full time equivalent)
Exercise: Developing an action plan according to mock statistics provided by the trainer

Managing / creating time slots for call monitoring / assessment opportunities 

Time activity quadrant
Prioritizing important and urgent
Time activity quadrant – alarming realizations about the team leader’s time
Exercise: Developing an intelligent Time management action plan

Motivating debt collection agents

Motivational morning briefings
Motivating through performance statistics
Motivational charts and scoreboards
Motivational games and activities (Daily, weekly, monthly etc)

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Shahrukh Moghal training in Malaysia

Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 years of experience in call centre training and training coordination He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.

Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.

His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.

Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos

To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html

In depth and detailed profile is available upon request.

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HSBC Bank Malaysia Berhad – Branch Sales training of financial products
Honda Malaysia Sdn. Bhd. –Call Centre Customer Service
Elken Sdn Bhd–Counter Service - Effective Communication / Customer Service
Google Malaysia –Locus-T –Debt collection through phone , Sales and Live Chat
Zuellig Pharma Call Centre -Customer Service and Team Leader Training
British American Tobacco –Effective Communication and Selling Skills (Kent)
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre –Inbound customer service agent and team leader training
Mitsubishi Motors Malaysia –Call centre Customer Service Skills
Mimos Berhad –Mutiara Smart Computing –Call Centre Customer Service Skills
Schenker Logistics –Customer Service Excellence
Lenovo Malaysia –Contact Centre Customer Service (Live chat customer support)
Perodua–Enhancing Customer Experience
DKSH Malaysia –Call centre gent assessment and one to one coaching
Corporate Information Travel –Telephone Techniques & Handling Difficult Callers
HRDF –PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad –Communication Skills
Coway Malaysia – Live Chat Customer Support
Marsh Insurance –Call centre customer service skills
BHP Billiton –Customer Service Excellence
Ekovest Berhad Highway Project –Call centre customer service
Korean Airline –Concentrix –De-fusing angry customers for 2nd support level Team Leaders
Wellings Pharmacy Penang –Customer Service in the Retail Environment
MPI Generali –Customer Service Excellence –Level 1 & 2
Khazanah Nasional Berhad –Enhancing Customer Experience
MCIS Insurance Berhad –Call centre customer service training and live chat
Maybank Group Customer Care (MGCC) –Live Chat Customer Support Skills
Kertih Terminals Sdn. Bhd. –Customer Service Strategy training for HODs.
Appraisal Property Management Sdn Bhd –Service Strategy & Culture for HODs
Zameen.com Pakistan –Workshop on Customer Centric Mindset & Culture
Marriott Islamabad Pakistan –Workshop on Customer Interaction Skills
Tenaga Nasional Berhad –Malaysian Power –Customer Centric Mindset & Culture
KPJ Seremban Specialist Hospital –Customer Service Excellence
Fiberail Sdn. Bhd. –Customer Care Excellence
Prudential BSN –Transforming Customer Experience
Tenaga Nasional Berhad –Transforming Customer Experience
Shopee Singapore – Live Chat Customer Support

To view the training content / outline, please click below:
Request for proposal


Reliance Berhad Call Centre –High Impact Sales Skills (Assessment & Training)
HSBC Bank Malaysia Berhad Call Centre –CRM Sales training for the Direct Relationship Management Team
ING Insurance –Employee benefit sales and service skills
The Bank of Nova Scotia Berhad –Financial products Sales
Malaysia National Insurance - Call Centre–Sales training for a Child Education plan
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Legend Hotel Call Centre –Time Share appointment and Customer Service training
Palace of the Golden Horses -Time Share Sales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking Sales
Malaysian Oxygen Berhad Call Centre –Call Centre Sales & Teleservice
Malaysia Airlines Golden Boutiques –Buy n Fly card Sales training
New Straits Times – Classified Ads -Call Centre & Face to face service
Utusan Melayu Call Centre –Classified Advertising-Outbound Telemarketing Skills
Yellow Pages Call Centre –Telephone Appointment setting Skills
MNI Oneline Call Centre –Sales and Teleservice training
Am Assurance Call Centre –Setting up a new Sales Unit & Call centre training
RHB Bank Call Centre –Outbound Sales Training
Maybank Group Contact Centre –Outbound Sales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad –Outbound Sales Skills transactional banking
Bank Rakyat Call Centre –Sales and Service training
SP Setia –Outbound Sales skills
Bonuslink Call Centre –Outbound Sales Skills & Inbound Customer Service
Gibraltar BSN Life Insurance Berhad –Formerly Uni Asia Life -Call Centre Sales
Aeon Credit Services Sdn. Bhd.–Sales for financial services
BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
UOB Bank (Malaysia) Berhad –SME Banking Sales Training
Multi Trans Sdn. Bhd. –Telephone Appointment Setting Skills
Jobstreet.com –Sales Skills
SenHeng Electric –Sales Skills
GKK Consultant Sdn. Bhd. –Sales Skills
Netherlands Maritime University College –Telephone Selling Skills
Royal Canin Malaysia –Telesales training
Alliance Bank Malaysia Berhad –Virtual Selling & Telephone Appointment Setting
Shell Global –Telesales & Team Leadership Skills for Poland, Austria, Germany, Malaysia
IIUM –International Islamic University Malaysia –Telesales training
Putra Business School –Virtual Presentation Skills
Hong Leong Asset Management –Virtual Presentation Skills
Carsome Sdn. Bhd. –Telesales Team Leadership Skills

To view the training content / outline, please click below:
Request for proposal


Maxis Telecommunications Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training
Google Malaysia –Locus-T –Debt collection through phone , Sales and Customer Service
Affin Bank Call Centre–Telephone debt collection skills
Sunlife Insurance –Call Centre Customer Service Skills & debt collection skills
KWSP–Employee Provident Fund (Gov’t) - 3 sessions on Debt Collection Skills
Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
Citylink Express Courier Call Centre–Call Centre Collection & Customer Service Skills
Malaysian Post Office Call Centre –Pos Laju Call centre debt collection skills
ELK Desa Capital Sdn. Bhd. –Debt collection through phone –contact centre
Akademi PKNS –Debt Collection Skills
Centreside Express Maritime –Debt collection skills
Protech Builders –Debt collection
Epic Chemicals Sdn Bhd -Debt collection
Cenviro Services Sdn Bhd –Debt collection through phone
Len min steel sdn bhd -Debt collection

To view the training content / outline, please click below:
Request for proposal


Our vision

Facilitating Customer Delight through Professionalism in Human Capital Development

Our mission

To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise


Our values

Honesty, Integrity, Sincerity

Contact

Quality Input Resources Sdn. Bhd.
Contact person: Shahrukh Moghal
M: +60123278240
Email: shahrukh@contactskills.com