You are a call center leader. At same point during your career at your company, you formed three straightforward letters together to shape one modest word that has gotten you into this pickle. At the time, you didn’t generally comprehend the effect of those letters. The letters were “Y-E-S.” Maybe you oversaw individuals in another office and you thought this would be the same. Maybe you were a skilled customer services agent who works for a period in the toughest queues.
You were on the front line, mostly likely a Rose, a whiz, and the most elite! Possibly you concluded that being “in control” was the place to be, or maybe it was basically the cash that enticed you. Whatever the reason, you are presently a leader and you have one of the hardest jobs in the call center. You’re accountable to everything! The phone never stops ringing and the goals never get smaller. Thirty or more percent turnover, unpredictable customers, a ceaseless supply of new workers, and as constantly developing rundown of new difficulties welcome you every day. Now you’re feeling a little overwhelmed and apprehensive. How do I pull all of this talent and data together to deliver success?
Since we have painted such a blushing photo of your assignment, we should take a gander at what you can do every day to positively affect your company and become that whiz kid you know you are.
It is gratifying to be a leader and a contact center manager. There is nothing more fulfilling than taking a group of people and improving them as individuals and as a team. However this warm, fuzzy feeling doesn’t happen easily- being a front-line leader in a call center can be a juggling act. A huge number of exchanges, with 240 seconds or less to make it effective, obscure issues, and emails, needy representatives… you get the message! Goodness! What an opportunity to truly have a positive!
Regardless of type of program, fundamental leadership tactics can have a high yield on performance. We will look at 4 Key strategies that can be they can utilized to effectively build a talented and high performing team of professionals. These are:
As a Contact Center Manager, it is critical for you to know precisely whom you have on your team and what their qualities and shortcomings are. I have observed contact centers move individuals around to ensure they didn’t have excessively numerous Weeds or Roses. The conversation when something like this “I will exchange both of you Daisies and one Weed for a Rose and two Weeds!” Wow!
You are measured by the execution of your team. Ensure that you generally know whom you have and where they fit. It will make accomplishing your objectives much less demanding. Having an excessive number of one sort of individual can make it harder to deal with your specialization. As we specified before, contact centers have blend of Roses, Daisies and Weeds. In the event, that you have all Weeds, for instance, it is for all intents and purposes difficult to help them move forward. On the other end of the spectrum, having all Roses sounds decent, however they come with their own set of opportunities. Mix it up and take advantage of the best each type of agent has to offer. You must be flexible in your leadership style to support and accommodate each individual to gain at the team level.
One approach to adjust your group based on a variety of metrics and KPI’s, including quality and customer experience markers. You will find each persons sweet spot and help them take advantage of their strengths in this area.
Make your agents your business partners. They are likely measured more than any other person in your company. So your performance management, constant feedback and scrutiny of their capacities and execution can bring about undue anxiety. To stay away from these situations, create an environment that spotlights the positive. You do this by reliably assessing agents with coaching that they can grasps and use to enhance the great and maximizes the good. Apply the platinum rule – Treat others as they would like to be treated. Be one of those leaders who enhances the great and maximized the good.
Contact centers are one of a kind. The work of the agent is performed a diverse and ever evolving environment, and each interaction varies due to the reason for contact. A dissatisfied customer may be exasperated in their view of company strategy. This circumstance has nothing to do with the agent directly or their execution of services. It is easy to accuse the company and move forward. It is similarly simple not to regard the agents as business experts since they are entry level employees. This is a huge mistake – your agents are the people interacting with your customer base each and every day. They are your most valuable asset!
An expert business relationship implies that you are invested in your workers’ objectives and their success. You share failure and success with your agents. One of the numerous lessons we can gain from both the Gen X and Gen Y contact center agents is that they are to a great degree focused on their future. A large percentage of most contact center employees are college students. You have to comprehend and have a personal stake in helping them accomplish their personal objectives as well as meeting their performance goals.
Numerous call center leaders have been extraordinary agents at one time, and they could undoubtedly take a seat and do the work along with their team. Be that as it may, neither you nor the agents benefit from you doing their job for them. Give them a chance to do it, empower by demonstrating and sharing best practices that move performance from good to great. Extraordinary leaders mentor all levels –Roses, Daisies and Weeds – to motivate them to cooperate and work as a team.
Another great practice is to be an incredible authority of ability. You can do this by being engaged with reporting, quality assessments, and talking. Understand and know the characteristics of your top agents and look for those character traits when interviewing potential agents or leaders. Build a strong bench – encircle yourself with individuals who can possibly develop and get to be Daisies or even Roses. See it like gathering an art collection. Every piece added should increase the value of the collection. This will enhance teamwork and performance of your team and make your occupation as leader much less demanding.
Each company needs individuals who move others to perform better. That is the thing that made Michael Jordan, Larry Bird, and Magic Johnson special basketball players. They improved everybody around them. Your job is no different. First and foremost you must improve everyone around you. Be intentional and purposeful when coaching your representatives. Check for understanding and create a safe zone for questions and failing forward. Number two, you need them to succeed, so let them know you are in their corner. Third, be straightforward and direct with them about weak spots and how they can make improve.
Having a reputation for being somebody who know creates ability is a powerful. It is unique talent to help others be their personal best and grow as a team and as professionals. There is no better brand to have in a company!