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How to Build a Remarkable Team?

March 29, 2017 Matt Rocco

You may have the best individual employees, but unless you know how to make them into a team, their knowledge and skills will be of limited benefit to your call center operations. However, being a team entails more than simply working together toward a shared goal. There are certain characteristics that must be present in order for a team to be effective and successful. Some of it relies on the people you select for the group, whereas the rest relies on how they are managed. Here is how to involve both factors as you build a remarkable call center team.

Choose the Right People

Experience and intelligence are not the only qualities you should look for as you assemble a winning team. You also need to consider the following attributes:

  • Do the members possess a variety of skills?

    You do not want people who have proficiency in the same exact areas or there will be an imbalance. Diversity fosters creativity.

  • Can they work with others?

    There is no point in including an otherwise qualified person if he or she is unable to cooperate with teammates. This ability may depend on who the coworkers are, as well. An employee may not work well with some people, but may collaborate well with others.

  • Are they the right fit for the job?

    Just because people are highly skilled does not mean they may be right for a specific assignment. Match employees to the project and do not hesitate to remove those who turn out to be a poor fit. Not doing so will negatively affect productivity.

  • Do they understand the vision and purpose of the team?

    Everyone needs to be on the same page to avoid confusion, unnecessary conflict, and delays. Clear expectations bring focus, which boosts call center performance.

Once you have selected the right team members, it is time to focus on your role in leading the group.

Support the Team

It is your responsibility to support the team in whatever way needed. You must have open and honest communication to help the team achieve the goal. You need to learn each agent’s strengths and weaknesses and how to use these to the team’s advantage. Share this information with all members so that they also may know how to work efficiently. Encourage discussions instead of trying to get everyone to agree. When each person feels safe and heard, there will be more participation and ideas. The team will benefit from expanding viewpoints, trying new methods, and giving and accepting

constructive criticism. The better the employees work together, the less you will need to manage them. They will only require supervision. If conflict cannot be resolved, then you will have to become more involved.

Provide Feedback

One of the most helpful things you can do is give feedback. Doing so will keep the group on track while preventing too much management on your part. It is also important to offer praise and recognition to increase motivation and improve trust. By providing the right management style, you will create a remarkable team that will enhance call center operations.

Matt Rocco

Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.