![]() ![]() ![]() Monthly live member symposiums to hear and learn best practices directly from local and international experts.We might be a little biased here, but you’d be hard-pressed to find better support for them right here at ACXPA! So how can you ensure your Team Leaders are receiving the help and support they need? Having high-performing Team Leaders is essential for your workplace culture, performance, employee engagement, customer satisfaction and so on, in fact, it’s hard to think of a single KPI that isn’t positively influenced by having great Team Leaders. are generic and can be taught (refer to courses at the bottom of this article).īest way to help and support Team Leaders Whilst there is often some belief that ‘our contact centre is unique’, the reality is that Team Leader skills such as coaching, development, leadership, providing feedback etc. So there is no doubt more needs to be done to equip Contact Centre Team Leaders with the skills they need to succeed. 55% of contact centres have no structured and ongoing learning and development program for Team Leaders.These stats from the latest industry benchmarking report: We ask an awful lot of Team Leaders so it’s critical they receive the help they need to succeed, not just for them, but a poor performing Team Leader can have significant detrimental effects not just on their immediate team, but the culture of the entire contact centre. Remember that big list of duties at the top of the page? With most Team Leaders initially starting their careers on the phones, it’s somewhat concerning from an industry perspective that they are often not provided with any training, or very little to help prepare them for success. Training and Development for Team Leaders Top KPIs for Contact Centre Team Leaders: Have a KPI on the minimum hours they need to spend coaching each week.Īccording to the latest Australian Contact Centre Industry Best Practice 2022 report by Smaart Recruitment, 91% of Team Leaders have KPIs they need to meet with Quality, Average Handling Time, Adherence and productivity metrics all prominent. Want Team Leaders to focus on coaching for example? Like any Key Performance Indicators, thought should be put into selecting KPIs that are going to drive the right behaviours in your centre. Of course, some call centre Team Leaders have no KPIs at all (18% if you read below). There can also be targets on NPS, Staff Satisfaction Survey results and more. Some centres will have productivity targets with a focus on AHT, Attendance and Adherence which the Team Leader has some influence on. What KPIs do contact centre Team Leaders have?Īgain, it depends on a range of factors and the objectives of the broader business.įor call centres that have a big focus on quality, Team Leaders often have KPIs on the amount of coaching they perform as well as the average quality score across the entire team. Perhaps now you get a feel for why they are possibly the most important people in your call centre! In some centres, call centre Team Leaders are expected to perform all of the above duties. In fact, you would be hard-pressed to find a role in the call centre that works harder and the most common complaint from contact centre Team Leaders is never having enough time. ![]() In nearly every call centre I’ve been to the Team Leaders work dam hard. What are the normal duties of a Call Centre Team Leader?
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