Effective Leadership in a Contact Centre
Tuesday, 24 March 2020
The most successful campaigns are dependent on great agents for their customers to receive an all-round quality experience. The reality is that this can really only be achieved through effective leadership. So, what makes a great Leader in a Contact Centre Environment? One who is able to improve both employee and customer satisfaction!
Managers and Team Leaders who are ready to embrace true leadership (and everything that comes with it) will provide a vital lifeline to their agents.
Talk to your Team
Everyone’s experienced a distant leader at some point in their career – that’s the one who closes themselves off from the team in their office, only exiting to refill their coffee cup. They ignore the incredible value that open communication can provide in a contact centre, allowing agents to voice both concerns and ideas, for the benefit of internal processes as well as customer service.
A truly successful Contact Centre Manager places great emphasis on the simplest and most powerful means of communication: talking! Naturally, emails and phone calls have their place - but the value of a face-to-face discussion is unparalleled when it comes to improving motivation and productivity. Taking the time to listen to and engage with members of your team will allow you to strengthen these relationships, while gathering all-important employee feedback - ultimately improving your processes in the long run.
Lead by Example
An effective leader is just as capable of getting on the phone during call surges as they are of working with individual team members to help them achieve their personal definition of success.
When a large group of agents are looking to you for guidance and encouragement, a great leader will demonstrate their own aptitude and inspire their team, leading by example to motivate and encourage their workforce. Managers who don’t practice what they preach risk losing the trust of their team, so it’s well worth taking the time to show your agents the ropes and help out wherever you can.
Leading your team from the front doesn’t have to be time-consuming either. Taking a few minutes out of your schedule a couple of times a day to assist a team member with a particularly difficult call or advise on a subject they’re unsure of will solidify your position as a strong and capable leader - inspiring others to follow suit.
Empathy is a sign of any great leader, and showing you truly care is a sure way to inspire your team to do their very best. This can come in many forms - from ensuring employees have the right training to perform their job effectively, to providing the necessary tools they need to be confident in their role. It’s crucial that the team feel that they have a network available to them. It can be as simple as speaking to individuals on a personal level - the best Managers know they’re not the only ones who experience stress.
Keep Things Fresh
Monotony is the enemy of motivation, and introducing a sense of variety to your agents’ day-to-day routine will give the team a boost. Improve morale and keep agents on their toes by keeping incentives fresh, update reward schemes and offer additional cash bonuses for exceptional work. Or why not add exciting alternative rewards to the mix to ensure that your agents are continuously striving for professional excellence.
Hold onto Top Talent
High attrition rates makes improving employee retention a top priority on any good leader’s list. But how do you keep agents invested in and stimulated by their role? It simply takes actively encouraging members of your team to sharpen their skills and expand their knowledge (especially in the case of ambitious employees). Talking to your team is critical if you’re looking to learn more about their wants and needs - find out how they’d like to progress within the company. Not only does this show them that there’s room for growth, but also that you’re actively considering how their role can evolve.