Discover The #1 Performance Tool In Your Call Center... Frontline Leadership Development
The Role of a Supervisor Is Specifically Designed To Help Your Frontline Leaders Achieve Amazing Results By Understanding 3 Key Objectives...
If you want to create consistent performance, then you need to start with your frontline leadership team. "The Role of a Supervisor" provides a clear path for new leaders, as well as, a great development module to help your current leaders learn, understand and to take action on improving performance. Learn More below!
The Current Sad Truth Plaguing Our Call Centers...
3 of 4 employees report their boss is the worst and most stressful part of their job!
65% of employees say they'd take a new boss over a pay increase!
50% of employees who don't feel valued by their bosses plan to look for another job in the next year!
What Does It Mean To Have Strong Frontline Leaders?
Conversely, the positive effects when having your frontline leadership understanding their role and doing the right things is profound...
66% Productivity Boost - Working under a good supervisor produces 2/3 more productivity for their teams.
Attrition Reduction By 50% - Firms that have good leadership and train their supervisors experienced a 50% reduction in attrition.
Customer Service - Companies that have strong supervisors experienced an improvement in customer service by 47% to other firms that do not.
Customer Loyalty - Companies that have strong leadership experienced an increase in customer loyalty by 38% compared to companies that do not.
The Role of a Supervisor is Designed To Improve Performance In Your Call Center...
You Will Have Access to Participant and Facilitator Guide To Help Your Frontline Leaders Be Successful Quickly!
The Role of a Supervisor is Designed to Achieve Results
So the question to ask is, "How Do We Fix This?"
The solution is rather simple if you have the tools. Focus on the following critical skills development:
- Best Practice Supervisor Traits
- Cause and Effect
The "Role of a Supervisor" Meets These Needs and Then Takes It To The Next Level...
Check out what's covered and then ask yourself, "will this help me and my team?"
Introduction to the "Role of a Supervisor"
This section focuses on an ice-breaker and allowing the group to get familiar with each and to discover that we all come from different backgrounds with different goals.
The group and the facilitator complete several open ended questions and disclose their answers. This sets the tone for the rest of the program. Doing this has allowed people to participate and open-up.
Expectations for Supervisors
This section shares 8 critical expectations all organizations should follow (these can be modified according to your goals and expectations.) Then in a group these expectations are discussed.
Two important questions are asked in reference to these expectations and as a group they are discussed. This helps drive home the understanding of these expectations and allows the frontline leader develop buy-in. This is powerful.
This is where the self-discovery approach really takes form.
In this section, the group identifies the characteristics of those that they recognize as a strong leader. The class is grouped up and then each group discusses their list against the entire classes list. This allows for focus to be placed on those characteristics that are desirable.
Conversely, the characteristics of the worst supervisors the groups had are discussed. This allows for a direct comparison and the takeaway for each member is a clear vision of what makes a strong leader.
Each individual lists the characteristics of successful supervisors that he or she have already experienced. Then focus shifts to how each participant will maintain or enhance each good characteristic that they possess.
This same approach will be applied to identify the characteristics that match that of a unsuccessful supervisor and the leader will focus on how to eliminate these characteristics.
Leadership Behaviors Questionnaire
The Leadership Behaviors Questionnaire deals with categories of behavior that define leadership skills. If the new leader does not have experience in a management position, they can consider a group they have worked with, either in the classroom or in an organization such as a fraternity, sorority, club, church, or service group. They will find the questions applicable to their own experience even if you are not yet a manager.
This is an in-depth questionnaire and reveals a lot of actionable areas to improve.
The Work of a Supervisor
What do supervisors actually do?
This is a great process and the facilitator is involved providing a list that the group can use to compare against their answers. The lightbulb will go off here!
Often, Supervisors do not know how to use their time effectively. This module provides excellent guidance and if followed closely will allow the supervisor to find success.
If you recall these are best practices and the supervisor time is developed from these best practices. Not only will this be a great guide for how much time to spend on each function the supervisor is responsible, it also provides the key list of activities to focus on.
Behaviors of "Exceptional" and "Average" Supervisors
This list and function is gold. Based on "Best Practices" and industry standards, the qualities and characteristics of "exceptional" and "average" supervisors is revealed. The use of self-discovery will be very effective here. Each frontline leader will know what it will take to be an exceptional supervisor. No guess work is needed.
Performing Supervisor Duties
It is at this stage that the frontline leaders will help define their action plan to be an effective leader.
Upon completion they will know exactly how to proceed and how to move forward effectively that will allow them to establish positive goal attainment.
The Proof is in the results!
Overall Performance Improve By a Whopping 96% for those trained
We experience a 65% drop in unwanted employee attrition
And those supervisors that have been trained are reporting a 40% in absenteeism
Why is The Role of a Supervisor so Effective?
The effectiveness of this frontline leadership training tool is simply that it has 3 extremely valuable processes it follows:
- Proven Formula: The Role of a Supervisor formula is considered a best practice approach
- Interactive: This course is designed to be interactive to help facilitate self-discovery, which has been proven to facilitate understanding and comprehension.
- Participant and Facilitator Guides: The Role of a Supervisor comes with both a participant and facilitator guide, which helps guide both the leader and the participant
The value of this module is that it helps you and your team achieve consistent and dependable call center performance. Additionally, we designed this from years discovering what had worked in other top performing centers. This is a "Best Practice" approach and provides the frontline leadership development that is severely needed. Moreover, you will find this module very flexible in terms of training, which means you can run a formalized program or train it in your staff meeting. The choice is all yours!
What Our Customers Are Saying:
The Role of a Supervisor is awesome! These modules are high quality and cover all aspects that are important when providing my frontline teams with the tools to create predictable performance. My Supervisors are growing and improving everyday and I contribute that to these modules.
Our operations teams were looking for something that would help newly hired team leads understand their role as well as make the transition successfully. This training is excellent and our performance has improved 10X since instituting this program.
I was recently promoted and was having a difficult time making this transition. Performance was suffering and I was very stressed. I actually purchased the Role of a Supervisor for myself, however, now we run all of the frontline leaders through this program now. I highly recommend it.
I will be honest, I was skeptical. My director of training brought these modules to my attention and although they looked good, I decided to not take action. However, we have had a hard time bringing new Team Leads up to speed, so I decided to test out the 60-day guarantee. Once we started running our leadership team through this module, we saw an immediate lift to performance.
Fast-Start Bonus for Taking Action Today!
Our goal is to get you up and running quickly. You want to have confidence that you are going to get the same results. Right? That is why we are holding a Fast-Start Webinar that will cover all of your questions as well as provide you with additional implementation tactics you can use to deliver "Best-In-Class" performance.
You’re invited to a “roll-up our sleeves” meeting to jump-start “The Role of a Supervisor” in your organization. Let’s Collaborate:
- Strategies for Effectively Presenting the modules
- Assessing Positive Results – how to determine the level of success you are achieving.
- Questions and Answers – look through the material and bring any questions you have and we will answer them. Also, you will get to listen in on other questions and ideas. Best Practice sharing!
100% Satisfaction Guarantee!
We want to make sure you feel 100% comfortable with "The Role of the Supervisor", that is why we are offering you a 100% money-back guarantee! No questions asked...
100% MONEY BACK GUARANTEE
The Role of a Supervisor is a great tool to help you drive performance. It is an excellent resource to help identify what's important and how to achieve it. We train our client teams using this tool and we have many case studies that has reinforced why this training is so beneficial for you. It is proven! But we also understand that you may have some trepidation, and so we are offering a 60-Day Money-Back guarantee. This gives you enough time to get the materials in your hands and test it out. And if you decide that this is not for you then simply request a refund. It is that simple!
Get Instant Access to The Role of a Supervisor!
When you purchase today, you'll get:
- ?Instant Access To the Members area
- Both the Participant and Facilitator Modules
- An Invitation to the Fast-Start Webinar to get you up-and-running quickly.
- 60-Day, 100% Satisfaction Guarantee
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I'm Greg Meares, managing director of CallCenterBestPractices.com and you have my guarantee!