As the leader of a call center team, serving as an instructor is among the most important roles a manager fills. Call center staffing techniques are typically chosen to best suit the level at which employees have been performing, but there are generally three stages to call center training:

Stage one: Standard training
At the beginning of a call center agent's education, coaching sessions should be generalized and offer lessons on the basics of how to answer calls. Much like teaching a sport, these introductory lessons lay the groundwork for a call center staff and will be more or less the same for all employees.

Stage two: Take an individualized approach
After newly-hired agents have gotten a feel for the basics of call center protocol, managers can adapt a more customized approach to the employees' training. At this point, managers should focus on one-on-one sessions aimed at helping agents build their strengths and adjust their weaknesses.

Stage three: Serve as a mentor
After the majority of training has been completed, the role that a manager takes during coaching sessions should ideally be one of strategy and motivation. At this point, call center staff has the skills to do their job, but managers can serve as coaches to help them fine-tune their tactics.