Advice from a Call Center Geek! - How To Set Up A Contact Center Management Training Program 2.0

How To Set Up A Contact Center Management Training Program 2.0

03/21/22 • 17 min

Middle management is the absolute lifeline of your contact center. Have you educated and given them the tools they need to be successful.
We are in the process of overhauling our management training program and want to give all of you an inside look at what you should be converting and how to do this.
This includes chapters on
:
TECHNOLOGY/OPERATIONS

Telephony understanding
KPIS (Already created a dictionary for this)
Reports- What to look for
Supervisor Checklist
Starting the Day the Right Way
Motivations
Analytics understanding
Daily Synopsis format

Dealing with agent issues (top 10 issues and how to handle)- Script and Video
Attitude Effort importance
Policies and Procedures
Legal issues
What we can say, can't say to reps and peers
When to Escalate to HR
Chain of Command
Slack

MONITORING/COACHING/CLIENTS

How to Coach
Monitoring/Scoring
Dealing with Clients

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Send us a text

Telephony understanding
KPIS (Already created a dictionary for this)
Reports- What to look for
Supervisor Checklist
Starting the Day the Right Way
Motivations
Analytics understanding
Daily Synopsis format

Dealing with agent issues (top 10 issues and how to handle)- Script and Video
Attitude Effort importance
Policies and Procedures
Legal issues
What we can say, can't say to reps and peers
When to Escalate to HR
Chain of Command
Slack

MONITORING/COACHING/CLIENTS

How to Coach
Monitoring/Scoring
Dealing with Clients

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Previous Episode

Special Episode! Live Call Center Supervisor Roundtable

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In this totally unscripted episode, I sit down with 5 of our contact middle management to discuss how they manage their teams.
We talk about coaching tips, QA, dealing with motivation issues, and how to handle confrontation that sometimes arises in any work environment from their perspective.
Really unique episode and one that we want to do more of!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Next Episode

The Consistently Late Associate and How to Handle

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That one call contact center agent that is consistently late by 1, 3, or 6 minutes every day to shift or coming back from break/lunch. This can be a tricky situation to handle and one that we all deal with in the contact center environment.
You get frustrated, WFM is on you, other agents are irritated because they can go on break until that agent comes back...it can be a mess if left unchecked.
In this episode, we discuss that it's ok to hold agents to certain standards as long as it's part of the core competency that you need from them and that's been explained. We also talk about certain ways to avoid this and when to move it to progressive discipline.
This should be a pretty valuable episode to any call center manager or supervisor.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "security" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/