Call Centre Team Leader Skills

Program Overview

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.

Training objectives

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.

Administrative details

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

Content Day 1

• 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

Content Day 2

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)