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Call Centre Supervisor Training

Group Structure

This programme is facilitated to groups of not greater than twelve (12) people. This allows each supervisor the opportunity to practically implement what is covered in the training programme and develop processes, tools and templates that can be used on an ongoing basis customised to specific needs.
In addition to covering the principles and concepts contained in the training course, supervisors will be provided with one and one coaching and workplace support as well as feedback on their implementation of the theory in their work environment.

Programme Purpose

Research* conducted by our group clearly shows that the top four challenges facing Supervisors in contact centres are:
  • How to motivate team members and combat high staff turnover and absenteeism
  • How to transform staff into service sellers and to consistently deliver outstanding customer service
  • How to develop and manage a motivated team of performance-driven individuals
  • How to increase and maintain employee performance in a pressurised work environment
*Source: 2007 National Call Centre and BPO Report – C3 Africa Research (PTY) LTD
The aim of this learning programme is to equip delegates with the necessary knowledge and skill to function effectively and dynamically within their job competencies as call centre Supervisors and team leaders within the highly specialised call centre environment.

This programme is aimed at people working within a supervisory, team leader and quality assurance role.
Call centre Supervisors will improve their skills in:
  • Leading teams of people
  • Motivating and coaching staff
  • Utilising technology effectively
  • Meeting required service levels
  • Performance management (real-time monitoring, coaching and mentoring)
  • Defining and meeting performance standards and service levels
  • Ensuring an environment of wellness for their agents
The training course provides Supervisors with the insight, knowledge and practical tools to assist agents to effectively and efficiently manage the often stressful day-to-day operations of the call centre environment.

This enhanced awareness translates into more empathetic relationships with agents who feel acknowledged and cared for. This results in a more positive working environment, more effective communication, substantially higher levels of motivation and reduced attrition.

Productivity improves as agents manage their stress proactively and become more stress resilient. As a consequence agents manage clients more effectively as they learn to recover quickly and effectively from challenging customer interactions. In addition as a result of this training, Supervisors will learn to focus on staff wellness which benefits agents and call centre productivity by:
  • Reducing health risks
  • Reducing absenteeism
  • Improving focus and concentration
  • Enhancing performance
  • Encouraging proactive self-management

Course Title: Effective Leadership in the Call Centre:

The Role of the Supervisor and the Team Leader in Call Centres

Learning Outcomes
On completion of the 5 days of structured coaching, facilitation and experiential learning, reinforced by the completion of practical work-based assignments, delegates will be able to achieve the required learning outcomes as defined per module below.
Module 1- The Call Centre Service Environment
  • Call Centre Concepts
  • Customer Contact Centres - Variations on a Theme
  • Call Centre Components
    • People
    • Process
    • Technology
  • The Role of the Call Centre Manager
  • The Role of Supervisors and Team Leaders in the Call Centre
  • Customer Relationship Management
  • Call Centre Factors
  • The Culture of Call Centres
  • Developing & Maintaining Positive Call Centre Culture
  • The Benefits of Positive Call Centre Culture
Learning Outcomes:
  • Gain a formal background and an understanding of the dynamics of the call centre and contact centre operations
  • Understand the role and significance of Customer Relationship Management.
  • Understand organisational structures, roles and responsibilities and key HR issues.
  • Map, document and continuously improve business processes
  • Understand the functionality of primary call centre technologies
  • Explain the contact centre standards and measures.
  • Understand the importance of correct resource allocation
  • Demonstrate an ability to maintain customer satisfaction
  • Identify the fundamental, technical components of a call centre
  • Understand the operational dynamics and call processing in the contact centre
  • Explain the role of the contact centre manager.
  • Explain the role of the supervisor.
  • Explain the inter-relationship between the four key operational drivers: People, Process, Technology, Data and Knowledge
Module 2 - Leading and Motivating Teams of People
  • The Power of the Team
  • The Role of the Team Leader and Supervisor – Leadership Style
  • Team Style
  • Characteristics of Effective Teams
  • Stages of Team Development
  • Team Development Strategies
  • Developing action plans with teams
Learning Outcomes:
  • Display an ability to lead and motivate people
  • Analyse and develop ones own leadership style
  • Understand Supervisorship
  • Establish team purpose
  • Examine and improve team processes
  • Resolve conflict within the team
  • Understand the stages of team development
  • Analyse how the team works based on team member roles
  • Identify how to work as part of a team
  • Develop effective team communication
  • Analyse and discuss ways to improve team performance;
  • Report on team progress
  • Demonstrate an ability to communicate effectively with team members
Module 3 - Understanding Performance Management
  • Setting Performance Standards within a Call Centre
  • Quantitative and Qualitative Key Performance Indicators
  • Different Types of Performance Monitoring
  • The Quality Monitoring Process
  • Identifying Training and Coaching Requirements
  • Agent Development
  • The Real Time Monitoring Process
Learning Outcomes:
  • Understand the importance of measuring call quality
  • Maintain high quality customer interactions
  • Understand the importance of identifying skills gaps
  • Implement continuous training and coaching programs
  • Describe the purpose and benefits of performance monitoring.
  • Explain the different types of performance monitoring
  • Understand quality monitoring vs. real-time monitoring
  • Explain the quality monitoring process
  • Explain the various quality monitoring methods and tools
  • Conduct quality monitoring by scoring the quality monitoring criteria
  • Conduct real-time monitoring against set criteria
  • Collate findings of real-time monitoring
Special Feature:
During this module, actual voice logged calls will be played and Supervisors will individually analyse and score calls as part of a skills gap analysis exercise. Scores will be compared and discrepancies discussed. This is essential for moderation and calibration purposes.
Module 4 - Coaching
  • Coaching defined
  • Mentoring defined
  • The Benefits of Coaching
  • The Roles and Responsibilities of an Effective Coach
  • Coaching to Improve Performance
  • The Coaching Process
  • Coaching Techniques
Learning Outcomes
  • Describe the purpose and benefits of coaching.
  • Prepare for a coaching session.
  • Evaluate and identify the needs of the individual.
  • Demonstrate professional and appropriate coaching practices.
  • Demonstrate the coaching skills.
  • Document a coaching action plan
  • Utilise resistance handling techniques
* Special Feature
          Skill Practice: Observation Coaching

  • Delegates will be given the opportunity to demonstrate an effective Coaching session using actual job examples as well as the coaching tools provided in the workshop
  • Balanced Feedback evaluate personal strengths and areas for improvement through self and peer balanced feedback.
Module 5 - Giving Effective and Constructive Feedback
  • Misconceptions about Feedback
  • Giving and Receiving Feedback
  • Characteristics of Constructive Feedback
  • Pitfalls to Avoid when Giving Feedback
  • Benefits of Feedback
Learning Outcomes
  • Give and receive feedback appropriately
  • Incorporate feedback correctly into the coaching process
Module 6 - Reporting in the Call Centre Environment
  • Historical Reports
  • Call Data Report
  • Agent Data Report
  • Consolidated Call Centre Reports
Learning Outcomes
  • Collating and interpreting ACD data
  • Using data to guide actions and decision making
  • Using data to manage agent performance
Module 7 - Personal Action Plan
  • Individual areas for development are identified and documented
  • Identifying areas of communicative strength
  • Individual areas for development in terms of communication are identified and documented
  • Transferring skills and knowledge to the workplace
  • Improving performance by setting targets and objectives
  • Prioritising and setting associated time-frames for delivery

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