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Evaluate your current Team Leader knowledge and skills within your work environment and general experiences. Based on the outcomes, develop a set of personalised goals.
"Managers are people who do things right, while leaders are people who do the right thing"
Warren Bennis, Ph.D. "On Becoming A Leader"
Increase The Quality And Speed Of Your Service Delivery By Building Strong Customer Relations
Practical Exercise
A satisfied customer is the result of a job well done. Research has shown that customers are becoming more and more demanding and it is your responsibility as a team leader to convert your agents into customerorientated service sellers. In order to ensure excellent customer service, your team members need to resolve queries as quickly as possible 每 without sacrificing the quality of information.
Learn how to effectively foster a customer focused mind-set and behaviour in your team by:
Enhancing your team's interpersonal skills to improve their level of customer service
Ensuring accurate information and service delivery by streamlining the process of directing calls to other departments
Developing a set of customer service standards - in line with your organisation's objectives - for your team to follow when handling calls
Instigating a proactive approach when your team members are serving customers to:
- encourage first call resolution
- increase the speed of service delivery
Utilising a follow-up system to measure and optimise customer service and process feedback
Create A Team Of Highly Skilled Communicators To Improve The Overall Quality Of Your Contact Centre
Communication Assesment & Case Study
Effective communication is the cornerstone of any contact centre and has a drastic influence on the quality of responses. A team of excellent communicators will increase the quality of call resolutions. As a team leader, you need to equip your team with the vital communication skills to deliver excellent customer service and you need to implement a valid system to measure the quality of calls.
Establish a professional communication environment in your contact centre by:
- identifying the communication needs and expectations of your team members
- improving their ability to "read" people
- assessing their levels of assertiveness
- equipping your team with active listening skills
Implement set communication guidelines and standards for your team to follow when handling a call
Optimise your Quality Assurance system to evaluate calls and use feedback to improve weaker areas in your team's communication
Organise internal workshops based on feedback from both customers and the Quality Assurance department to develop your team's communication skills
Apply a results-driven coaching model that rectifies communication-related performance issues
Arrange an external audit to monitor the individual communication skills of your team members - ensuring an objective report
Measure and Manage Employee Performance Efficiently And Increase Overall Productivity
Practical Exercise & Case Studies
In order to successfully monitor your team's performance, you need to have specific systems in place to analyse and manage productivity. Regular feedback and specialised training programmes will develop each member of your team individually 每 resulting in a strong and driven workforce.
Boost your team's performance by:
Training your team on all aspects of the available software and equipment on the floor
Applying a structured process for shifts and breaks in your contact centre to optimise agent availability
Implementing a standard operating procedure (SOP) that covers the following key performance areas:
- response and resolution time
- quality of calls
- attendance
Setting up performance level agreements with each team member and evaluating them objectively and accurately by:
- using a grading system
- printing out daily reports
- providing remedial training and coaching when performance standards are not met
Keeping a detailed record of each team member's actions and performance
Providing regular one-on-one feedback sessions: daily, weekly, monthly and quarterly
Using the disciplinary process as a last resort when all other coaching methods have not been successful
Implement Tried and Tested Motivation Strategies To Combat Absenteeism And High Staff Turnover
Case Study & Role Play
One of the biggest challenges facing team leaders is your ability to motivate your staff. Contact centres often experience high staff turnover and absenteeism due to the lack of motivation 每 costing the organisation time and money. As a team leader, your responsibilities when motivating your team stretch from recruiting the right people and implementing the correct motivation techniques, to leading by example.
Screen applicants thoroughly during the recruitment phase to ensure they are the right people for the task ahead by testing:
- interpersonal skills
- the ability to perform under stress
- communication skills
- customer orientation
Introduce individual and team incentive structures rewarding good performance
Highlight areas of success and excellent performance in the presence of the whole team
Develop goals for each team member and highlight growth opportunities within the organisation
Provide specialist training opportunities for outstanding performers in order to retain them and advance their careers
Build a relationship with each team member and provide training based on individual needs
Organise frequent meetings to keep your team informed about other developments in the organisation
Involve team members in specific projects/campaigns to encourage ownership of queries
Identify new motivation strategies by aligning it with employee needs and expectations
Lead your team by setting an example:
- personally handle calls on the floor
- step down to their level to understand their problems
- encourage them to provide their own solutions
- illustrate each team member's role in the bigger picture
Learn How To Manage Internal And External Conflict Effectively In Your Contact Centre
Conflict Role Play & Case Studies
Conflict can destroy valuable trust between your team members if not resolved quickly and fairly. Not only is it your duty as a team leader to settle disputes objectively within your team, but you also need to provide guidance when they face external conflict. By managing and resolving conflict, you can contribute to a better and positive work environment 每 ensuring outstanding employee performance.
Provide an open platform for employees to discuss their feelings freely through regular debrief sessions, forums and frequent team breaks
Play an objective role during an internal conflict situation by:
- determining the exact cause of conflict
- taking both parties off the floor for a one-on-one discussion
- involving a neutral person if necessary o closing the discussion and providing opportunity for feedback
Direct your team effectively by introducing set guidelines for handling external conflict
Guide your team to take ownership of external conflict by:
- taking full responsibility for the query
- feeling empowered to take corrective action
- visualising the matter from the customer's point of view
Boost your team's confidence to take control of the call by adopting the following practical verbal skills:
- using a relaxed tone
- talking slower
Implement the following stress management techniques:
- learn how to let customers blow off steam without interrupting
- encourage employees to take breaks from the floor after heated conversations
Boost Your Team's Service Delivery In A Pressurised Environment Through Effective Stress Management
Stress Assessment
Contact centre agents face many challenges daily 每 they need to adhere to excellent customer service standards despite difficult calls and increasing workloads. By implementing the right techniques, you can establish a calm, professional working environment 每 providing your team with the qualities and confidence to handle stress effectively and maintain a clear and logical approach.
Successfully lead your team in a pressurised environment by:
Preparing them for stressful situations
- discuss difficulties that might be encountered
- brainstorm ideas to resolve matters
Training them to adopt the right frame of mind and avoid matters that get personal
Organising team building exercises outside the office environment on a frequent basis
Increasing their ability to handle matters as they arise and not let it roll over to the next day
Ensuring a transparent relationship between management and staff in order for team members to seek advice and discuss problems openly
Providing the team with a comfortable room for breakup sessions
Drive Your Team's Performance By Setting Manageable Time Limits To Resolve Queries
Practical Exercise & Case Studies
Your team is the first line of contact with customers and should be fully equipped to handle queries accurately and timeously. As the team leader, you need to establish a strong support structure by optimising all systems available and empowering your team to manage set time limits when dealing with queries.
Learn how to:
Streamline the process by determining all the advantages and disadvantages of available systems before choosing the most effective option
Set up service level agreements with customers and train staff to adhere to these conditions at all times
Guide your team to prioritise their workload according to the nature of the query and to take ownership of the call
Build your team's knowledge and experience by providing specialist training and self study opportunities on new organisational information
Implement a sound support structure by monitoring calls and assisting when time limits are not met
Earn Trust And Respect From Your Team By Applying Winning Leadership Strategies
Practical Exercise
"Leadership is action, not position."
Charles H. McGannon
In order to lead your team to success, you need to overcome daily challenges that are part of your work responsibilities as a team leader. Not only do you need to prioritise your own workload, but you also need to plan your team's activities carefully. You are the core decision-maker and problem-solver and need to apply the right leadership style to suit your team.
Master the following key team leadership skills:
Set measurable objectives for yourself and link your goals to the vision and mission of your organisation
Plan and organise your workload effectively by:
- matching tasks with people
- giving clear instructions
Evaluate the different dimensions of leadership and apply a personalised leadership style in your work environment
Develop your own decision-making profile to tackle important leadership decisions
Analyse a problem carefully by following a step-by-step guide and turn solutions to actions
Apply practical techniques to manage your own stress levels
Assessment
At the end of the course, participate in a practical assessment that will evaluate your current skills and knowledge level against the learning outcomes of the course.
Plus! Unique Post-Course Workplace Assessment!
After the completion of this course, you will be able to put into practice all the team leader skills you acquired during the course through a workplace assignment. This takehome assignment will be structured with practical tasks to review and actively test your understanding and practical know-how. After submitting your completed assignment for final assessment, your course leader will review it and provide you with personalised, written feedback.
About Your Course Leader
Marjon Meyer is a Human Resource Development Specialist and a subject matter expert on core team leader competencies like Management & Leadership, Customer Service, Performance Management, Time Management and Problem Solving. Her industry experience includes practical work experience and presenting training courses at the following organisations: Rand Water, SAA, Water Research Commission, MTN, Vodacom, ABSA, and IBM. Marjon is an enthusiastic facilitator and experienced trainer with contact centre development experience in both the private and public sector. Marjon completed her B Com Honours Degrees in Industrial Sociology and Communication respectively at the University of Potchefstroom.
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