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Identifying and Managing Call Centre Burnout

Hot Tips Archive

Call Centre Team Leader Training

What a team leader is and does.

• Here we revisit the key actions needed to execute around, in order to be truly effective. We examine the management of people to a development plan and utilising systems to maximise resources.

How to demonstrate leadership.

• In this module we look at how leadership should be embraced and mirrored in our behaviours. Learners will look at the effect this has on the synergy in their teams.

Using assertiveness to direct your team.

• Participants will examine the effects of submissive, aggressive and assertive behaviour and go through a team exercise designed to increase the likelihood of them creating win/win situations with staff and customers.

Recruiting and interviewing high quality staff.

• Learners examine the benefits of effective recruitment and selection. We look at effective interview techniques and the use of a matrix to make objective measurable decisions around selection rationale.

Using milestones to induct new staff without losing time.

• Here we look at the importance of following a structured induction in order to ensure they bring maximum value to their job. Learners look at areas such as setting expectations, following a set induction plan and review process.

Providing measurable on-the-job coaching for your team.

• Participants go through an exercise designed to examine the definition of coaching, its benefits, and steps of the process.
• Through this they are able to develop an understanding of the different learning styles, critiquing calls and working to a value chain.

Measuring, monitoring and controlling quality and productivity.

• In this module participants look at the value of analysing information in particular team performance against target, individuals' development against training needs, sickness/absenteeism and problem workload.

Motivating the team.

• Here we examine the science of motivation, some practical principles to motivate around and how Maslow's hierarchy of needs relates to the call centre agent. We use four extreme personality types to understand how these people are motivated.

Dealing with troublesome team members.

• Learners will internalise the steps to take when recognising an issue and how to correct it. Then demonstrate their effectiveness in such scenarios through a case study.

Introduction to presentation skills.

• This module gives an insight into the impact an effective presentation can make. We look at presentation preparation, content, tools, tips, visual aids and the objectives of a good presentation.

Time management tips for team leaders

• Our greatest asset! We examine a typical manager's day and how to manage the various tasks appropriately thus working under positive pressure.

Background Noise

• When our department is busy it's inevitable that our caller may pick up on noise created by others in the office, sometimes this can't be helped. We can influence some causes of distraction though. One of the biggest causes for callers to lose focus on our message is if there is a radio playing in the background. Plus the caller may get the wrong perception of us/our organisation.