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How to Encourage Leadership among Your Call Center Employees - SelectVoiceCom - ContactCenterWorld.com Blog

How to Encourage Leadership among Your Call Center Employees

Contrary to popular belief, leadership is not about being the big boss or the top dog. Or at least that’s not all there is to it.

To put a finer point on it, one of a leader’s many responsibilities in a call center is to prepare for the day when he has to vacate his position.

In short, a leader needs to make a continuous effort to mold and shape her constituents into leaders themselves.


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Leadership is the lifeblood of every successful organization. Every great leader can make a lasting impact not just in managing employees but also in motivating and inspiring them.

And for a call center organization to sustain its tradition of leadership excellence, incumbent leaders have to take a proactive approach in encouraging leadership among agents.

Considering a team leader’s plethora of responsibilities, that sounds like a tall order. But it’s far easier to pull off when you follow all the tips below.

1. Listen to your employees

An effective leader is someone who makes it a point to listen first before making a decision or taking action.

Moreover, a team leader worth her salt understands that her call center agents are her best source of knowledge. After all, they’re the ones on the front lines, which makes their input invaluable.

As such, a team leader has to foster an environment where agents will feel free and comfortable to speak their minds. That way, she will have access to all the information needed to come up with informed decisions.

Additionally, employees who are encouraged to share their ideas and opinions will develop the ownership mentality required to become a great leader someday.

2. Foster transparency and trust

Ideally, leaders should serve as the embodiment of an organization’s core values, which should include trust, excellence, integrity, and openness.

As soon as an employee assumes a leadership position, it becomes her responsibility to embody and uphold those values.

It all starts with honesty. For one, employees will know when the management is feeding them lies. It not only presents a bad picture of the organization, but it also diminishes morale.

By doing away with falsities, a leader can go a long way into building a culture of trust and integrity within the team and the organization.

When employees feel that their leaders value honesty and integrity above all else, chances are they’re going to embody those same traits as employees and later on as leaders as well.

3. Delegate roles and responsibilities

Being a team leader comes with many responsibilities, including mentoring, managing agents, providing motivation, and more.

But there comes a time when a leader needs to delegate some of these tasks to team members.

By delegating some of those responsibilities, a leader is showing agents that she has confidence in them, which will, in turn motivate them to step up their game and think like a leader.

4. Be a mentor

To be a great leader, one has to think and act like a coach.

To be an effective coach or mentor, a leader has to be approachable, fair, objective, and always willing to communicate what she knows.

Even amid the demands of the job, a team leader should take the time to talk with each agent and discuss with them their goals, ideas, and struggles.

Through coaching, agents can gain wisdom, practical knowledge, and a better understanding of what it takes to be an effective leader.

What’s next?

The most important thing to keep in mind is that leadership is not a designated position; it is a culture.

When employees are encouraged to think, speak, and act as a leader, they aren’t only empowered in their current roles; they are more likely to emerge as great leaders as soon as they are provided the opportunity to climb up the corporate ladder.

Source: https://selectvoicecom.com.au/how-to-encourage-leadership-among-your-call-center-employees/

Publish Date: January 22, 2018 5:00 AM


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