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Supervisor Skills For Contact Centre Managers

This programme is aimed specifically at contact centre supervisors and team leaders. The programme builds coaching and communication skills to maintain standards.

Who will benefit: Supervisor roles within contact centres

Duration: Two-days

No. of delegates: Up to 10 delegates

Optional value-add services

Phone coaching for each delegate two weeks after the programme
Training Needs Analysis prior to design and delivery to establish exact requirements for maximum programme value

Supervisor Training Programme content

Establishing a set of call standards – what they are, their value and how to use them
How to coach different learning and communication styles
Practise evaluating, coaching and giving feedback for actual (pre-recorded) calls against the call standards
Questioning skills
Dealing with poor performance
Handling difficult situations
Video and playback sessions

Supervisor Training Benefits

By the end of the programme, delegates will have:

discussed communication styles within their team
appraised some evaluation/assessment forms
identified the barriers that prevent coaching from taking place or being effective
practised the coaching cycle
practised the use of constructive feedback
written and set S.M.A.R.T objectives
recognised the interpersonal skills required to be an effective coach