Hot Tip - Don't let Managers Hide

A manager in a well-run and stable call centre knows his or her staff. But some call centres are highly seasonal or have high staff turnover. While there's no substitute for normal managerial inclusion techniques, these can be supported in other ways.

• How about an organisation chart with pictures of the team leader, supervisor and management structure relevant to each section?

Use photographs with names and titles so new or temporary hires can recognise people. Mark the reporting line in bold and put a bold frame round the picture of each room's immediate supervisor. Add their name, email address and internal phone number. Add their mobile number too - that lets a representative contact them by text confidentially or even while on a call.

And put one copy somewhere fairly private.

Using drawing pins, you can even pin in a picture of a deputising manager when the normal one is not available.

Want more Hot Tips?

Subscribe to the free Hot Tips service.