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:
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:
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.
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.