• Your knowledge
• Your Execution,
• and Your Ability to Influence Others.

Our Call Center Training, “Leading For Results”, addresses all three of these areas and provides you with a road-map to be successful – and more importantly to assist others with becoming more successful.

I urge you to visit the call center training information page to learn how.

Enjoy this cool but short video.  Then click on Call Center Training.

Make Sure you download Call Center Leadership Training information from this article and watch your call center metrics soar!

I have a confession!

I’m a long time Operations person and I like to focus on results and that means looking at Call Center Metrics

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, thus improving your overall call center metrics.  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 and based on driving the proper call center metrics.

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.)

Improve Call Center Metrics By Identifying Will or Skill

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 and their call center metrics.

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?  Does your call center leadership training support and drive call center metrics?

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 going to our free call center training module area:

CLICK HERE TO DOWNLOAD FREE Performance Improvement Plan

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!  If you care about your call center metrics you’ll download this tool!

Call Center Resources:  Call Center Training consist of 15 modules and the first is “The Role of a Supervisor.”

This module is being offered for free and I urge you to check it out this call center resources.  All you have to do is sign-up for our notification list, you never know when we are going to release something new!

As a recap here is what “The Role of a Supervisor” is all about:

Module One: The Role of a Supervisor

This module discusses the role of a supervisor, the qualities needed to be an effective supervisor, and duties performed by supervisors.  Tips and Tactics are reinforced through examples, and exercises. Brought to you by the best Call Center Training available.  Many use this call center resources to develop their call center supervisors.

This Call Center Resources Has Been Downloaded 8,672 Times Because It is Powerful!

I believe, and so do the last 8,672 readers that download the module, that this call center resources is high quality information that can help you or your teams deliver better results.

I have a request and depending on what stage you are visiting, will depend on what I would very much appreciate that you do.

1. If you haven’t downloaded this call center resources do that now and look it over.  When finished please come back here and leave me a comment below and let me know what you think about it;
2. If you already downloaded it, could you please leave a comment and let me know your feedback?  Also you’ll see some buttons below and it would be awesome if you could share this information with others.

Thanks for taking the time to read this post! Please let us know what type of call center training you have in your center?  Let me know if you think this call center resources helps your group.

Make Sure You Visit Call Center Training to see the best call center resources.

Enjoy…

PS:  Call Center Resources will help you improve your call center!