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Article : Team Captains: Your Team Leader Pipeline

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

Isn’t it frustrating when you have a really awesome team leader and they tell you that they’re moving on for whatever reason? Especially, if they don’t give you a lot of notice!

Then you’ve got all the stress and worry about how this is going to affect the team and the hassle of finding a suitable replacement either internally or hiring someone from outside, and all the training to get them up to speed.

You know it doesn’t have to be this way!

....NOTE - content continues below this message


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Having owned a call center myself and working all over the world for 35 years running marketing departments and call centers and consulting with businesses mentoring their call center managers and team leaders, I’m well aware of the challenges that come up when Team Leaders tell you out of the blue that they’re moving on.

After doing this over the years, the easiest way I’ve found to get ahead of this problem and limit any adverse affects on the team when a Team Leader decides to move on, or even if you decide to make a change, is to have a pipeline of future team leaders you can quickly draw on.

You do this by creating a Team Captain role within your existing teams. Team Captains are typically good team members who appear to have the characteristics and traits of really good Team Leaders and consistently reach or exceed their personal KPIs and targets.

Especially, those team members who have shown interest in learning new skills to advance their careers, and are generally respected by the other members on the team who recognize that they’re good operators. Someone they often ask for advice about how to do handle calls and objections and other things like that.

As you know in most call center there are plenty of team members who are eager to step up, although not all of them are ready to become an amazing Team Leader with some training, coaching and especially a little experience they can flourish.

In effect what you want to do is treat a Team Captain role as a Team Leader apprenticeship. This allows you to take some time to help them develop team leader skills and provide them with some practical on-the-job experience, so they can be ready to step into a team leader role whenever one comes up.

A big advantage Team Captains can bring to the team are filling in for the team leader whenever they’re sick, on holidays, at meetings or even when they’re coaching and training.

And, most times you don’t have to pay Team Captains anything extra because they see being a Team Captain as an opportunity to learn the skills and practical experience they need to be considered for a team leader role when one becomes available.

Now, to be fair to them you really need to provide the coaching and training and practical experience they need to develop these new skills, so they can be ready and confident to become an amazing Team Leader. Otherwise, they’ll soon feel that you’re taking advantage of them and probably leave!

This means taking them through your Team Leader Training Program incrementally, so they understand all the tasks involved with being a Team Leader, and help them develop skills like call monitoring and scoring, providing corrective feedback and on-the-job coaching.

To give them the practical experiences so they can hone these types of skills simply assign them one of the new or one of the newer operators to mentor and develop their coaching skills with.

And, don’t worry about your Team Leaders feeling threatened about the Team Captain role. If they’re a good team leader they will absolutely love the help and most often be invested in helping develop a future team leader.

After all, many of your Team Leaders want to step up themselves and they’ll see that developing team leaders is a skill they’ll need to do that!

#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help people responsible for running Call Centers develop a proven, practical training program that creates amazing Team Leaders who coach, nurture and lead winning teams, through self-paced online courses and live training sessions.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Monday, July 26, 2021

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2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

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.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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