Call Center Supervisor Training
A call center is an office where staff are making or receiving a large volume of calls. They may be providing technical support, customer service functions or making outbound calls to prospective customers. A number of industries outsource these functions to companies that specialize in call center support, including banks, computer and electronics companies and cable providers. The supervisor's role is to be a combination of coach, mentor and manager, and to create staff training programs. Call center supervisor training can take the form of a course taken in a classroom or online.
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Responsibilites
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A cell center supervisor is responsible for ensuring that the department reaches the performance goals set for it by the company's managers, which are measured by the number of dials made per shift, as well as the level of sales made as the result of talking to customers. Goals for inbound call centers include selling additional services and warranties to customers who have made contact by calling the center's toll-free number. The supervisor also guides call center agents as they perform their daily work, trains new agents and resolves disputes between staff members.
On-Site Training Course
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To become a call center supervisor, an employee may attend an on-site training course, which prepares her for this role quickly. After a couple of days of classroom instruction, she will be back at work and ready to assume her new position as supervisor with confidence. The training program may include instruction in effective communication skills, and focus on how to manage call center agents, including dealing with absenteeism and performance issues. Coaching techniques include how to get the most out of call center agents, how to create a manual outlining standard operating procedures and strategies for retaining talent.
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Online Training Course
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Online programs in call center supervisor training are offered by some companies for employees. An online program may include courses in business ethics, skills needed to be a successful customer service representative, how to work with clients on a global basis, and more.
Training Course Curriculum
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A quality training program offered for call center supervisors may include information about the role that the supervisor plays on the floor. It may also provide instruction on employment law, performance indicators and how to manage attrition. Since part of the call center supervisor's job involves coaching, the training course will include techniques designed to keep staff members motivated and focused on their job duties. Call center supervisors also need to be familiar with the steps involved in creating an effective training program for call center workers.
Agent to Supervisor
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In some cases, a person interested in becoming a call center supervisor primarily receives his or her training on the job. Starting as call center agents, individuals learn how to deal with a variety of situations. Employees who demonstrate good judgment and maturity while performing their duties may considered for a supervisory position.
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References
- Photo Credit call-center image by Yvonne Bogdanski from Fotolia.com
