Call Center Supervisor Training

 


 

 

Call Center Supervisor Training

 

 

 

Call center operations depend on Call Center Supervisor Training to run properly.  While not all customer service professionals may agree on the specific reasons Call Center Supervisor Training is so important, the fact remains that it is key to the success of the call center organization.  

 

 

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Call Center Supervisor Training

Key Components of Call Center Supervisor Training

  • Description of the supervisor's Role and Responsibilities

  • Understanding his/her personal Leadership Style

  • Supervisory Communication Skills (Current skills and areas of improvement)

  • Relevant metrics and key performance indicators (KPI's)

  • How to Create a KPI Scorecard

  • Creating the Agent Scorecard

  • Defining Service Level Agreements

  • The Impact of Attrition (Voluntary/Involuntary).

  • Creating and Maintaining an Effective Agent Training Program

  • Developing and Communicating Standard Operating Procedures

  • Creating Motivation and Retention Program Plans

  • Coaching and Development of agents

  • Defining and Prepare a Coaching Session

Copyright 2008