Call Centre Team Leading Skills (Five Days)

Team Leaders need to have excellent people skills and learn how to balance the demands of their own teams with their operational workload. This workshop will give you the skills required to effectively produce excellent results through other people, and to make that process into one which is easy and enjoyable for both you and your team.

Objective

• Control the flow of the conversation

• Ask the right questions to better understand what our prospects do to help them do it better

• Managing team harmony and discipline How to maximize team potential

• Overcome the most common objections quickly and easily

• Generate outcome and results quickly

Content

• The Role of a Team Leader

  • Delegates will source for themselves the objectives of a team leader

• What is a Team?

  • Learn why we work in teams and what effective teams consist of

• Barriers and Personal Responsibilities

  • How to break through personal barriers

• Running Effective Team Meetings

  • How to lead team meetings that are effective and fun

• How Individuals Develop

  • Learn the key stages of individual development within the team

• Flexible Leadership

  • Learn how to effectively adopt a management style which is appropriate to each individual / situation

• Monitoring & Troubleshooting

  • How to maintain an overview of progress and how to assist individuals to solve their own problems

• Feedback

  • Learn how to reinforce positive and productive behaviour and develop standards through praise and reprimand

• Coaching

  • How to modify individual behaviour to encourage more productive performance

• Contracting

  • How to set up and create permission for the day to day coaching and counselling of team members

• Motivation

  • Learn to create new challenges for team members and yourself, even when the last thing anyone wants to do is pick up a phone!

• Dealing with Difficult Customers

  • Proven strategies for handling complaints and criticisms

  • How to turn complaining customers into your biggest advocates

Learning Outcome

• Gain flexibility in their leadership style

• Develop their listening and observation skills

• Learn skills to enable them to monitor and develop individual and team performance

• Improve their ability to cope under pressure

Who should attend
The course is specially designed for current and future Team Leaders and Senior Customer Service Representatives.

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