The greatest leader is not necessarily the one who does the greatest things. He is the one that gets the people to do the greatest things. – Ronald Reagan
Leadership is an essential quality for a contact center manager. But there are many different ways to lead. For decades the drill sergeant approach was among the most popular, but that’s not as effective anymore, especially with millennial employees. While enforcing business rules and maintaining discipline must always be considered, here are four tips that will make the intrinsic but harsher aspects of leadership more acceptable.
Agents know the manager is in charge. But a good manager will send the message that we succeed as a team and we fail as a team. By presenting one’s self as an ally rather than an adversary, there is a better chance of inspiring better agent performance.
“Do what I say, not what I do” is a recipe for a hostile work environment. The best managers follow the same rules as their employees, leading by example and demonstrating confidence in the policies that have been put in place.
Focusing on team goals should not preclude recognizing outstanding individual performances. Reward those agents that go above and beyond. Doing so will have a positive effect not only on the person being recognized but his or her coworkers as well. When agents understand their efforts are appreciated, it will raise morale across the entire organization.
Agents are on the front lines of customer service, and they will have ideas on how methods or scripts can be altered to better serve customers. Listen to those ideas and reward those that are implemented. The more an agent feels like he or she is part of the company, the more likely they are to stick around.
Publish Date: July 31, 2018 5:00 AM
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
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VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
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Putting the right person in the job role has become the key focus in the drive...
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