Although it seems logical that someone who was really good on the phone should be able to share their skills with anyone; the reality is most successful operators don’t really know how they do what they do – they just do it, it comes naturally to them. And because it just comes naturally to them – they find it really difficult to explain what they do that makes them so successful.

The other problem they can have is aside from knowing how to make or handling calls, a Team Leader’s role requires learning a whole new range of skills – Leadership, Motivation, Coaching, Management and People Skills.

Some senior managers believe Team Leaders must be subject matter experts, and restrict those they promote as Team Leaders to those with subject matter expertise. The problem is these Team Leaders believe their knowledge is the key to leadership, and by simply providing answers they are helping the team.

And, as a result (reinforced by their promotion) they see their ‘expert’ knowledge and simply sharing it as the focus of their role, which makes them less likely to coach team members in different areas and ways to help them improve, as it will lessen their authority.

The sad thing is by restricting selection based on being a subject matter expert actually creates a trap that prevents managers from recruiting externally or promoting a team member with obvious leadership qualities and potential. This often leads those with real potential moving on because they feel it could take years to acquire the ‘subject matter expertise’ needed to gain promotion.

The inconvenient truth is that most Team Leaders, especially newly promoted ones, aren’t given the training and support they need to become amazing leaders. That’s a fact.

Typically, this is because most Call Center Managers had been promoted from the Team Leader ranks (where they never really learned the necessary Team Leader skills to begin with) and were often selected on tenure, rather than ability.

And because they don’t have a Team Leader training process to rely on they tend to provide ad hoc training on what they’ve picked up along the way, or simply shy away from any training or coaching altogether.

Team Leaders are usually very hardworking, however when you have a close look at what they actually do on a day to day basis it’s clear that much of their day (50 to 70%) is spent on administration tasks, which leaves very little time for training and coaching team members to improve performance.

Couple this with a lack of confidence in understanding how to identify and resolve the performance problems their team is having, Team Leaders tend to shy away from training and coaching using handling administration tasks as their excuse.

As a result, team members become disengaged with the lack of time they receive from their Team Leader coaching and developing them, which is one contributor to high attrition rates in call centers.

It doesn’t matter how many Team Leaders you have or how many people are in a team. What matters most is how productive your team members are each and every week.

Productivity and profit in call centers are measured hourly and it doesn’t matter how big you are; what matters most is that your team is more productive and profitable. Let’s face it… if your call center team isn’t productive, they won’t be profitable regardless of the size of your team or how many Team Leaders you have.

As long as you have one team being led by a Team Leader that leader needs to understand their role and have the skills needed to get the best out of their team so they can consistently hit their targets and KPIs every month.

Those responsible for the success of their Call Centers know what they want, but find their goals aren’t often aligned with the goals and aspirations of their Team Leaders and team members. You will learn how to bring Clarity and Deep Understanding of your combined Purpose, and the reasons why you all want to continuously reach (or even exceed) your monthly targets and KPIs.

Team Leaders are the backbone of any call center operation. They supervise and lead your most valuable assets – your team members. For this reason it is CRITICAL you have the ‘right’ people in these roles because the wrong person will seriously harm their team!

You will learn how to identify the Key Traits, Characteristics and Practices of amazing Team Leaders to score against your existing leaders to address any gaps, or use to score future candidates when adding a new Team Leader to ensure you get the right person to begin with.

You will obtain this skill through Lessons and Tools that provide the structure and accountability to ensure Team Leaders are spending the time needed to effectively manage and lead their teams – especially under performers!

The biggest reason stopping team members from effectively handling inbound or outbound calls is not understanding ALL the steps they need to follow (in the proper call sequence) when handling calls. And, because there isn’t a clear format to follow; it’s extremely hard for them to succeed, and for Team Leaders to ‘zero in’ on problem areas and coach team members on how to easily fix them.

You’ll discover an easily to use and customize Scoring Tool that Team Leaders will love to use for monitoring and scoring team members’ calls to identify areas to praise and deficiencies they can correct with feedback and coaching sessions.

One of the most important activities Team Leaders need to highly proficient in is providing constructive and corrective feedback to team members. Done correctly team members will really listen and take feedback on board and act on it. Done poorly it causes resentment and closed minds. With the Lessons and Resources provided you’ll learn how to train Team Leaders on how to best provide corrective and nurturing feedback that will have team members coming back for more!

Regularly conducting skills audits is vital for both Call Center Managers and Team Leaders to identify skill deficiencies with their respective teams. With the Lessons and Templates for conducting Skills Audits on both Team Leaders and their team members, you’ll be able to quickly and clearly identify areas where not only do Team Leaders need to improve but also their team members to regularly hit monthly targets and KPIs.

The best thing about developing a Coaching Plans, whether for Team Leaders or team members, after conducting a skills audit is the confidence gained from both Team Leaders and team members knowing there is a systematic approach that addresses skills deficiencies with a Coaching Plan as soon as possible.

With the Lessons and Templates provided for developing Team Leader and Team Member Coaching Plans you’ll learn how to create clear roadmaps for training and coaching sessions that rectify staff deficiencies as quickly as possible.

You should be able to use all the lessons, resources and tools in this course to create your own customized Team Leader Training Program as either a standalone training program or include them in your exiting training programs. And, confidently deliver it!

You have unlimited access to the Course, all Resources/Tools and Micro Training Videos for 6 Months from the date you enrolled.

Not at all! All the resources, tools and templates have been created in either Word, Excel or as a PDF to make sure they were easy to customize, so as long as you can use these common programs, you’ll be fine.

Yes, the course has been designed to be accessed through mobile, tablets and desktops.

You shouldn’t really, but if you do have any technical difficulties or would like to speak with me… simply send me an email (mcarriere@marketingtactics.net.au) and I’ll get back to you within 24 hours!

Better yet… add Laser Coaching when you Check Out and get unlimited 15 minute Zoom calls with me for the duration of the course!