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How To Be A good Team Leader In A Call Center?

How To Be A good Team Leader In A Call Center?
  13/03/2019 17:03

Staff and project management, which is the main role of leaders, is a highly challenging task. Therefore, it is not surprising that many professionals, even those specifically selected for this task, perform inferiorly or fail once they perform this role.

One way to prevent this from happening is to develop an internal leadership-training program for newly promoted or newly hired managers. Thus, a smooth transition of new leaders to their positions is made, as they can train them with the skills they need to perform their tasks well.

How To Be A good Team Leader In A Call Center?

As part of the leadership development initiative, it is important to focus on cultivating a set of skills among the leaders of the customer service team.

1) Form Effectively

Training the customer service agents is the most important role of team leaders. They should be able to analyze interactions with users, discover what went wrong and what went well and communicate them to employees. This requires that they be highly analytical and detail-oriented. But the most important thing is that they must be able to articulate their ideas clearly when they train their agents.

2) Communicate The Call Center Metrics To The Agents

Part of the role of a leader is to clarify the expectations of the organization to its employees. In this way, agents can align their performance and priorities with their objectives. Therefore, leaders must be able to explain the metrics on which agents should focus, as well as how these metrics affect the user experience as a whole.

3) Deal With Human Resources Problems

The leaders of a call center team must be able to create an environment that promotes equity among agents. This means that they must have a good knowledge of the policies of the company in order that they can address the problems and improve the relationship between the agents. But apart from observing compliance with company rules, leaders must also defend transparency. This builds trust and strong ties between leaders and employees.

4) Organize Meetings

Many employees do not like to attend work groups because they think they are a waste of time. Therefore, every time there is a team meeting, leaders must be well prepared. It is useful to write down the topics that must be discussed so that the meeting is informative and productive. In addition, customer service agents should be encouraged to contribute ideas and opinions whenever possible.

5) Motivate The Agents

Leaders must always strive to keep agent dropout rates low or even eliminate them altogether. This is especially true in call centers, where agents often leave due to stress and exhaustion. Team leaders must constantly think and implement ways to increase employee participation, either by encouraging staff or by organizing team building activities. Making employees feel valued and appreciated is also essential.

6) Interview And Recruit Candidates

A successful contact center is made up of highly competent customer service agents, a fact that good leaders must keep in mind when looking for new hires. But, contrary to what can be thought, they should not pay too much attention to technical skills, such as knowledge of technology and competence in advanced tools, but to skills such as effective communication, empathy and the ability to work as a team.

7) Promote Training Sessions

Training and development are one of the most important processes in a contact center. Apprenticeship programs provide agents with the knowledge and skills they need to meet the performance standards of the organization. One of the tasks of the leaders of a call center team is to help the teams increase their skills. If they can, they can build a more productive and highly engaged customer service team.

8) Evaluate The Performance Of Agents

The evaluation period of the agents is a very stressful time, both for the employees and for the leaders or supervisors. Often, incentives and bonuses depend on these evaluations. Therefore, the evaluations should not be inaccurate, since they can diminish the morale of the personnel. Therefore, it is important to teach leaders to be objective in measuring agent performance. Instead of relying solely on their memory, they should collect employee performance data on a regular basis.

9) Manage The Changing Schedules Of The Agents

The main responsibility of the leaders of a call center is to ensure that your team can meet the expected levels of productivity. An important factor behind this is scheduling schedules. In addition to making sure they can operate 24 hours a day, 7 days a week, managers must also consider peak hours and hours of inactivity. They should also have a support plan in case an emergency arises. In such situations, leaders may need to coordinate with other teams that can cover unavailable employees.

10) Supervise And Implement Projects

In contact centers, project management is a challenge, mainly because it involves a large number of multiple tasks. It is also a very demanding responsibility, since project leaders must find a balance between achieving the company’s objectives and protecting the welfare of the agents. Therefore, leaders must be able to develop a good plan, delegate tasks effectively and allocate the right resources. These skills will allow them to complete successful projects, no matter how small or large they may be.

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