I just read a great article called, “7 Reasons Why Employees Leave.” The number one reason employees leave is due to a poor working relationship with their immediate supervisor.
That’s crucial considering the high turnover rates within a contact center. Your Team Managers need to coach, lead and inspire your front line agents. However, since they are usually promoted directly from the front line, Team Managers need training to become effective supervisors.
This training involves three major areas:
1) Coaching and leadership skills: how to give feedback, coach and motivate your agents
2) Management skills: knowledge of your company’s human resource policies, employment law, and how to resolve day-to-day staff issues such as vacation requests, sick days, etc.
3) Technical skills: knowing how to use call monitoring equipment, and awareness of the impact of scheduling, forecasting, queue routing, etc.
New Team Managers require training in all three areas so they can effectively help their front line agents. Using this training to develop a supportive Team Manager/Agent relationship is one way to improve morale and reduce employee turnover.
Filed under: Call Center Articles Tagged: | Call center, contact center, leadership, Team Manager
Os dejo un link de una revista digital bastante interesante que trata de la Atención al cliente y contact center.
http://www.businesscontactcenters.com