3 Keys to Developing Frontline, Call Center Leaders

Call Center Training

Frontline, call center leaders are key players in the success of your overall business strategy.  In most centers, do you realize that they represent the largest community of leaders?  Furthermore,  their impact on customer satisfaction, team morale, and center goal achievement cannot be understated.

Question: how do you develop your average, frontline leaders into outstanding, key players?

[step_graphics style=”5″ color=”#b11010″][step style=”5″ text=”1″ headline=”Preparation”]%3Cp%3EEmploy%20all%20of%20the%20available%20resources%20you%20have%3A%20metrics%2C%20programs%2C%20trainers%2C%20etc.%3Cbr%2F%3E%0AKnow%20and%20understand%20who%20you%20have%20in%20place%20in%20order%20to%20identify%20the%20developmental%20needs%20of%20your%20talent%20base.%20%20Make%20use%20of%20your%20managers%E2%80%99%20expertise%20to%20leverage%20their%20perspectives%2C%20opinions%2C%20and%20knowledge.%20%3C%2Fp%3E%0A%3Cp%3EAllow%20that%20instruction%20to%20filter%20to%20your%20frontline%20leaders.%20%20Give%20your%20frontline%20leaders%20the%20confidence%20to%20use%20the%20tools%2C%20training%20and%20resources%20you%20have%20supplied.%20%20With%20some%20investment%20and%20inspiration%2C%20it%20is%20reasonable%20to%20expect%20a%20high%20return%20on%20your%20investment.%3C%2Fp%3E%0A[/step][step style=”5″ text=”2″ headline=”Personal”]%3Cp%3EKeep%20everyone%20on%20his%20or%20her%20toes!%20%20It%20is%20a%20good%20idea%20to%20maintain%20a%20physical%20presence%20on%20the%20floor%20from%20time%20to%20time.%20%20Give%20your%20staff%20a%20personal%20touch.%20%20Asserting%20power%20from%20an%20ivory%20tower%20can%20work%2C%20but%20it%20can%20build%20a%20wedge%20between%20you%20and%20your%20frontline%20leaders%20if%20you%20are%20not%20careful.%20%20Look!%20%20It%E2%80%99s%20difficult%20to%20do%20it%20all%2C%20isn%E2%80%99t%20it%3F%20%20Between%20being%20accountable%20for%20reporting%20metrics%2C%20forecast%20scheduling%20and%20business%20development%2C%20it%20hardly%20leaves%20time%20for%20interpersonal%20interactions.%20%20Modeling%20effective%20interpersonal%20communication%20skills%20can%20have%20the%20greatest%20impact%20on%20creating%20frontline%20leaders%20in%20your%20call%20center.%20%20It%20really%20does%20start%20at%20the%20top.%20%20If%20you%20take%20the%20time%20to%20demonstrate%20your%20interpersonal%20communication%20skills%20to%20your%20managers%20and%20agents%2C%20they%20will%2C%20in%20turn%2C%20do%20the%20same%20with%20each%20other%20and%20as%20importantly%2C%20with%20customers.%20%20Show%20them%20that%20no%20one%20is%20immune%20from%20influence.%20%20Empower%20them%20to%20influence%20each%20other%20and%20customers%20with%20a%20proper%20example%20from%20you.%20%20Make%20everyone%2C%20especially%20your%20leaders%2C%20accountable%20for%20a%20high%20level%20of%20leadership%20development%20so%20that%20they%20will%20take%20root%20in%20your%20call%20center%20culture.%3C%2Fp%3E%0A[/step][step style=”5″ text=”3″ headline=”Progress”]%3Cp%3EThe%20days%20are%20gone%20when%20creating%20a%20great%20line%20of%20business%20is%20enough%20to%20capture%20and%20keep%20the%20attention%20of%20your%20customers.%20%20Competition%20is%20fiercer%20than%20ever!%20%20Competing%20for%20eyes%2C%20ears%20and%20customer%20dollars%20with%20the%20advent%20of%20the%20Internet%20and%20social%20media%20makes%20the%20demand%20for%20innovation%20even%20greater.%20%20Therefore%2C%20as%20a%20supervisor%2C%20develop%20initiatives%20among%20your%20managers%20and%20agents%20that%20will%20align%20their%20interests%20with%20those%20of%20your%20center%20goals%20and%20objectives.%20%20Take%20the%20time%20to%20merge%20the%20acquisition%20of%20knowledge%2C%20skills%20and%20talent%20such%20that%20progress%20is%20always%20forward%20thinking.%20%20Create%20and%20utilize%20training%20programs%20for%20not%20only%20new%20hires%2C%20but%20also%20for%20all%20hires%2C%20so%20that%20a%20culture%20of%20quality%20improvement%20is%20established%20and%20maintained.%20%3C%2Fp%3E%0A[/step][/step_graphics]

Developing frontline call center leaders into outstanding, key players is as easy as the 3 P’s: Preparation, Personal, and Progress.  Commit to giving your center everything it needs to grow and thrive.  Once you have reached the top, keep going.  Ensure that preparation continues to be a priority; develop personal impact through effective interpersonal communication, and make steady forward progress by being willing to give your call center the leader in you that you ask of them.

I hope you enjoyed this article.  If you value developing your call center leaders than I highly recommend you check out our call center training.   Please share and comment on this article.

All The Best,

Greg Meares

 

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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