Call Centre Team Leader Training

Course Aims

This course will create practical awareness of the tools available for people managers in today's rapidly moving and performance driven call centre environment. Delegates will develop the skills required to confidently implement and utilise measurement systems. They will understand the benefits of coaching to improve performance.

Course Objectives

By the end of this course, delegates will be able to:

• Develop leadership skills in a call centre environment
• Enhance processes and performance
• How to handle difficult and stressful situations and not be affected
• Demonstrate how to performance manage their team
• Demonstrate how to apply coaching to improve results
• Apply effective measurement practices / systems

Course Content

Course content includes:

• Call centre industry overview
• Call centre systems
• Technology in the call centre
• Effective leadership in the call centre
• The responsibilities of the team leader and team members
• Values for effective team working
• Vision, Mission and Strategies - aligned with the organisation
• Monitoring performance and methods of feedback
• Managing performance with milestones and review points
• The importance of employee motivation
• Recognising and rewarding good performance
• Distinguishing between bad work habits and poor performance
• Setting goals and objectives
• Annual, quarterly and other formal meetings
• Goal of coaching
• Coaching for change model
• Characteristics of an effective coach
• Acquiring competence model
• Skills involved in coaching
• 3 level questioning
• Coaching vs. Training
• Useful methods of observing behaviour
• Communicating frankly with employees
• Conducting coaching and feedback sessions