How Do Your Call Center Supervisors Measure Up?
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What we’ll cover in this training…
Identify the critical role that supervisors play in call center success.
Outline best practices for selecting frontline leaders.
Identify the six core competencies for call center supervisors.
Discuss the most critical elements of supervisory knowledge and skills.
Review learning approaches to address supervisory training needs.
Identify ongoing resources to provide a continuous learning environment for leaders.
Assess current supervisory knowledge through online assessments.
Perhaps the single most important ingredient in the success of your call center is the effectiveness of your frontline leaders. But, it’s also an area where many organizations have some serious shortcomings. Attend this training and turn it into your strength.
How Do Your Call Center Supervisors Measure Up?
Perhaps the single most important ingredient in the success of your call center is the effectiveness of your frontline leaders. But, it’s also an area where many organizations have some serious shortcomings. Recent call center studies show that:
- Only 18% of companies report they have a supply of capable employees ready to fill supervisory roles.
- More than 30% of frontline staff say their supervisor is effective.
- The biggest contributor to attrition is the fact that the majority of staff leave because of the supervisor relationship.
One of the biggest areas of opportunity in today’s call center is to develop frontline leaders. There are three essential ingredients for assembling a “dream team” of supervisory staff in today’s call center.
The first is careful screening to ensure that the right individuals are stepping into supervisory roles. The overwhelming majority of frontline supervisors today were promoted into that position from being a frontline agent. While this promotion from within provides a desirable career path and ensures the supervisor understands the basic call-handling process, it does not necessarily guarantee performance success. It’s important that careful screening be used to determine which employees will be the best leaders.
It’s also critical that new supervisors and team managers receive the necessary training as they move into this new leadership role. Studies show that while most new supervisors receive training through Human Resources on general supervisory and leadership skills, only about 20% of supervisors receive any call center specific supervisory training. While general supervisory classes in time management, diversity, and how to do a performance review are necessary and useful, new call center supervisors will also need some specialized knowledge and skills to be successful in this new role.
Just like frontline staff need ongoing coaching, supervisors need support too. Regular performance reviews and fine-tuning performance gaps is critical for ongoing development to ensure supervisors can provide the necessary leadership and guidance for frontline staff. This ongoing support should include access to training resources to fill knowledge gaps, coaching tips and techniques, and communities of peers and leaders to share ideas and solutions.
This seminar will provide you with detailed recommendations in these three areas. Specifically, seminar attendees will learn to:
- Identify the critical role that supervisors play in call center success.
- Outline best practices for selecting frontline leaders.
- Identify the six core competencies for call center supervisors.
- Discuss the most critical elements of supervisory knowledge and skills.
- Review learning approaches to address supervisory training needs.
- Identify ongoing resources to provide a continuous learning environment for leaders.
- Assess current supervisory knowledge through online assessments.
This seminar is designed to help you better understand what supervisors need to know and be able to do, along with options for providing the essential skills and knowledge. Since the first step in building a supervisory development plan is to assess current knowledge, attendees will have access to a Supervisory Essentials Assessment to identify knowledge gaps. Supervisors will also have access to a Self-Assessment Profile to better understand individual needs.
Penny Reynolds is one of the industry’s leading voices in call center training and education. She co-founded The Call Center School, where she spent 15 years developing and teaching a wide range of educational programs for call center professionals. Now an independent consultant, she is a popular speaker at industry conferences and continues to write for many industry publications. Penny is the author of many call center books, including Call Center Supervision: The Practical Guide for Managing Frontline Staff, Essentials of Call Center Coaching: Supervisory Strategies for Guiding Performance Improvement, Call Center Staffing: The Complete Guide to Workforce Management, The Power of One, Power Phrasing, and Business School Essentials for Call Center Leaders. She also co-authored the series of textbooks used in the University of Phoenix Call Center Management curriculum.
Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. He’s a certified Emotional Intelligence practitioner and former call center supervisor and a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), Advisory Board Member for CX University, and an ICMI Top 50 Thought Leader and CX Influencer with IQPC. Jim has authored nine ebooks regarding contact center quality, employee engagement, and customer-focused leadership development. He is a frequent speaker at industry events and is a featured contributor to Customer Think, ICMI, Contact Center Pipeline, CCW Digital, and has been published and referenced in numerous trade publications and articles.