Call Center Leadership Training Resource #2…
Make Sure you download Call Center Leadership Training information from this article!
I have a confession!
I'm a long time Operations person and I like to focus on results.
I use to have a boss that would say to me and the team… "Don't confuse activity with results." I always liked that saying but learned over time that "activity", if properly focused could have a positive effect on Call Center Metrics.
For instance, coaching somebody is an "activity" but when done properly it can have a lasting effect on that persons performance. Another example is call center leadership training. Although the results are not immediately recognizable they will have a lasting effect on call center performance. Of course the training needs to be impactful and deliver the right message.
I've been in the call center industry for 25+ years and I've noticed that call center agent performance (or lack of) comes down to one of two issues (that can be addressed with Call Center Leadership Training.)
Will or Skill… some people refer to it as ability or effort. But basically they mean the same. And how you approach a coaching session is determined by what category the call center agents falls into.
As an example, let's say you have an agent that is missing their goals and you determine based on observation (i.e. call monitoring) that they need help. Maybe they are a sales agent and they are having a hard time getting past the gatekeeper or maybe they are out of sync when delivering features and benefits of the product. Normally on the sales side I see that many agents have issues with rebuttals. In any event they have a "Skill" problem and will require coaching to improve this skill.
Conversely, you have another call center agent that appears to do the job when they know they are being observed. When they are not being observed they choose not to perform (this is a frustrating situation), the type of coaching requires initiating alternatives for that particular agent.
Does your staff have a check list to immediately identify which coaching method is appropriate? Do they know how to maximize each coaching session and drive each call center agent to perform at their peak? How is your call center leadership training going?
If your answer is no… or if you want to compare your current call center metrics solution with mine then I recommend you download this free resource.
If you downloaded "The role of a Supervisor" already then simply Login to your account – the link will be there for you to download this Call Center Performance Management Process. If you haven't signed up for our free members area, you can do so now by completing this form:
What did you think about the post? Do you have Call Center Leadership Training in your center? Please leave a comment… we look forward to hearing from you!
