In order for contact centers to operate effectively, call center leaders and managers must be skilled in their jobs. When management does not function properly, the chances of team success is almost nonexistent. The problem with this equation is that not all managers and team leaders have the skills needed to lead in the most beneficial way.
What Leadership Qualities Should You Focus On?
Knowing what leadership qualities you should practice is the first step in boosting the satisfaction rating of both your employees and customers. Here are a few that tend to make a noticeable difference:
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Improve yourself
– Take time to understand all management styles and learn about more effective management styles. Being willing to make your own changes today will help your employees be more open to proposed changes down the road.
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Keep an open mind
– Commit to an open and encouraging attitude when team members offer suggestions that they feel might add value to the company. Remember that they see and experience customer interactions from an entirely different perspective than you.
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Learn to serve
– Take time to work with your employees when you notice that they might be feeling overloaded. Pattern the customer service behaviors that you preach as you take time to serve with them instead of simply standing above them.
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Encourage others
– Being able to offer sincere words of encouragement is a talent that you will be able to use in many situations throughout your life. Make it a practice to not only notice what you employees are doing well but to stop and tell them what you saw and why it is great. You will notice that team members often work to be noticed and praised.
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Stop reacting
– Make a goal to stop reacting and start responding. When the unexpected happens, taking time to think about the problem and possible solutions before you respond can make all the difference. Avoiding quick, harsh reactions is another way to bring your team closer together.
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Expect more
– Contact center leaders spend many hours devoted to the task of evaluating statistics. At times when they fall flat, your typical reaction may be to point the finger of blame and accusation. Next time you see a drop in your numbers, perhaps you should gather your troops, give them a pep talk, remind them of how great they really are. Then stand back and expect more good numbers to follow.
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Start to really listen
– Remember that listening involves more than the ears. In order to truly listen, you must learn to fully focus on the team member. At this point, you may notice body language, mannerisms, and expressions that can help you to really understand what your employee needs.
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Remember to ask
– Once you have gotten into the practice of uplifting and serving your employees, don’t be afraid to ask what you can do better. Perhaps they have been afraid to offer suggestions that could be beneficial to the entire company.
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Don’t skip the review
– Make it a habit to meet with your team and review any recent changes, updates or suggestions that have been put in place. By doing so, you will remind them that they are an important part of the successful call center machine.
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Keep at it
– Self-evaluation is hardly comfortable; however, effective managers do not give up. Instead, they keep learning, serving and improving in hopes that their team will follow.
Every Day is a New Day
By learning what qualities will make you a better manager, you will be able to make changes in yourself, and in the call center. Remember that every day is a new day in which you can strive to learn more, do better, and help your team to reach its full potential.
