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Successful Team Leadership

  • Sets your supervisors up for success
  • Covers essential topics like motivating staff, staff retention, and team structure
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals
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In this course, supervisors will learn how to motivate their team members, what rewards they can create to help their employees achieve their goals, how to create an enjoyable working environment, how to retain staff, and how to schedule, structure and make decisions in team meetings. Both new and experienced supervisors can benefit greatly from this comprehensive course.

The course Successful Team Leadership is also included in the bundle Call Center Supervision.

Who should take this?

  • Anyone that manages and supports frontline staff in a contact center
  • Supervisors, team leaders, team managers, coaches, and call center managers

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 4 hours of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Team Motivation

Proven Methods to Improve Motivation and Morale

Team Motivation

Agent motivation strongly impacts customer satisfaction. Research tells us if your agents aren’t happy, your customers won’t be happy either. Therefore, it is critical to keep your staff happy and motivated.

This unit introduces motivational theories and provides practical strategies and techniques to motivate your frontline staff. It outlines different recognition and reward strategies, how to implement a motivational program or contest, and makes your aware of the implications of using individual versus team rewards.

In addition, this unit is packed with case studies from other contact centers that you can use as a source of inspiration for your next initiative to boost motivation.

Students will learn:

  • Strategies for providing guidance and support.
  • The key components of an effective reward and recognition system.
  • The important factors in implementing a new motivational program or contest.
  • The implications of using individual versus team rewards.
  • Dozens of new ideas you can implement in your own center for improved performance and retention.
  • 3 modules
  • 75 min

Included modules and learning aims:

  1. Basic Motivation Principles 20 min

    • Examine the basic principles of motivational theory
    • Identify the challenges of motivating call center staff
    • Outline the six primary strategies for motivating staff
  2. Reward and Recognition Strategies 20 min

    • Outline the principles of providing recognition to employees
    • Identify recognition barriers and strategies to ensure that recognition happens consistently
    • Describe the elements of an effective reward system
  3. Other Staff Motivational Strategies 35 min

    • Identify supervisor strategies for providing guidance and support
    • Identify key components of building and motivating teams
    • Describe the importance of a learning environment
    • Describe how fun in the workplace contributes to motivation and list ways to have more of it in the call center

2. Retention of Team Members

Learn Proven Strategies to Retain Staff

Retention of Team Members

With attrition rates in contact centers being as high as 50%, a contact center’s biggest challenge is finding and keeping good employees. Getting staff turnover under control can very well be the defining factor of the contact center’s success.

This unit discusses the main reasons employees leave (as well as reasons for why they stay) and which of these are under management’s control. You will learn how to calculate the turnover rate and cost for your center.

The unit continues by outlining strategies to improve the retention of call center staff with fifteen proven techniques and presents the key elements of an effective retention program.

Students will learn:

  • How to calculate the hard and soft cost of turnover to the business.
  • The main reasons employees leave and why they stay.
  • Specific actions supervisors can take to improve morale and retention for their teams.
  • The key elements of an effective retention/motivation program.
  • Fifteen different strategies for improving retention.
  • 3 modules
  • 55 min

Included modules and learning aims:

  1. Calculating Turnover Rates and Costs 10 min

    • Calculate the turnover rate for your call center or team
    • Outline the various types of turnover rate calculations
    • Calculate the hard costs of turnover
    • Identify hidden costs of turnover
  2. Retention Strategies - Part 1 25 min

    • Identify the reasons employees leave and stay
    • Describe the supervisor’s role in improving retention and satisfaction
    • Identify key components of a retention plan
  3. Retention Strategies - Part 2 20 min

    • Describe the supervisor’s role in improving retention and satisfaction
    • Identify key components of an effective retention plan

3. Team Structure & Communication

Techniques for Building and Managing Teams

Team Structure & Communication

Most contact centers are organized around teams. How these teams perform will have a big impact on the contact center’s overall performance. Supervisors have a decisive role in team performance and need to know how to lead teams to success.

This unit provides strategies that supervisors and call center managers can apply for creating successful teams. It teaches how to define team structures and processes, organize successful team meetings, improve team communications, and deal with common challenges in the workplace. Team development will be discussed, including how to motivate team members to take on expanded roles and responsibilities.

Students will learn:

  • How to write a team charter which clarifies the team’s purpose and objectives.
  • To create a team matrix which outlines member responsibilities and roles.
  • The skills that are needed to be successful as a team member or leader.
  • Ways to motivate individuals and the team as a whole.
  • Effective communication techniques to ensure team cohesiveness and productivity.
  • 3 modules
  • 80 min

Included modules and learning aims:

  1. Defining Team Structure and Responsibilities 35 min

    • Identify the role and benefits of teams in the call center environment
    • Write a team charter and organize a team matrix to outline member responsibilities and roles
    • Identify new skills that will be needed to be successful as a team leader or team member
  2. Team Communication Strategies 30 min

    • Review effective communication techniques to ensure cohesiveness and productivity
    • Describe strategies for making the most of team meetings
    • Identify solutions to common communication problems in a team setting
  3. Addressing Common Team Challenges 15 min

    • Identify strategies to cope with team members who are not doing their fair share
    • Identify strategies for dealing with a team member who is critical to the team
    • Identify strategies to help integrate a team member who is a bad fit with the rest of the team
    • Identify strategies for a team that is in a performance slump

Mastery Certification: Successful Team Leadership

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

40 questions 30 min

Mastery Certification: Successful Team Leadership

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Pricing options for Successful Team Leadership

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Successful Team Leadership below. If you apply for bulk pricing, please contact us to place your order.

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The Successful Team Leadership course is designed by call center experts to provide a practical and engaging learning experience. Start today.