• Sets your supervisors up for success
  • Covers essential topics like performance measurement, coaching, improving motivation and staff retention
  • Includes an introduction to workforce management for supervisors
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Contact center supervisors need a broad skillset to make their team successful. This self-paced e-learning teaches the fundamental skills every supervisor needs. Essential topics like performance measurement, coaching, increasing morale, retaining call center staff, and tracking KPIs are covered. This course is designed to lay the fundamental groundwork for supervision success. Both new and experienced supervisors can benefit greatly from this comprehensive course.

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


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 13 hours of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Performance Management

The Five Steps of Effective Performance Management

Performance Management

Ask any supervisor what their most important task is and the answer will most likely be: coaching. The most successful supervisors place a priority on developing their staff. By effectively coaching agents, supervisors can boost the performance of the contact center. Supervisors can give agents confidence, ensuring they go the extra mile for every single customer.

This unit focuses on the five steps of a successful performance management program. First, you will learn to define your expectations of the agents. Next, you will learn how to measure their performance against these expectations. Once we know how these agents perform, you can investigate any performance gaps. Finally, you’ll experience how to take action and scrutinize the results.

This unit equips supervisors with the essential skills required to focus their management efforts where they’ll be most effective.

Students will learn how to:

  • Define measurable agent behaviors and performance standards.
  • Measure agent performance and identify any impeding performance gaps.
  • Provide agents with regular, constructive feedback on their performance.
  • Take action on the outcomes of performance meetings and scrutinize the results.
  • Improve and maintain agent motivation to encourage higher service standards.
  • 7 modules
  • 47 min

Included modules and learning aims:

  1. Introduction 03 min

    • Describe what’s involved in an effective Performance Management strategy
    • Explain why an effective Performance Management strategy is essential in your contact center
  2. Defining Behaviors 07 min

    • Described how to define measureable agent behaviors
    • Discussed how each performance standard should be assessed
  3. Measuring Performance 09 min

    • Describe the options for measuring agent performance
    • Identify how often agents should be given feedback on their performance
  4. Investigating Performance Gaps 04 min

    • Identify performance gaps using the SEA model
  5. Performance Review 08 min

    • Describe the best way to conduct a regular performance review meeting with an agent
  6. The Follow-Up 06 min

    • Explain how to take action on the outcomes of the performance meeting
    • Scrutinize the results produced after the performance meeting
    • Increase the motivation levels of your agents to help them peform at higher standards
  7. Assessment 10 min

    In this module, we'll test your knowledge of the key learning points from the course. A score of 16 questions, out of a possible 20, is required to pass the assessment.

2. Fundamentals of Coaching

Essential Knowledge for Becoming an Expert Coach

Fundamentals of Coaching

This unit is also available as part of The Art of Coaching.

This unit outlines best practices for coaching call center employees for improved performance. It describes the benefits of coaching, how to set up a coaching session, communicate effectively, and how to deliver consequences that shape performance effectively.

Call center supervisors have multiple opportunities in a variety of settings and situations to coach staff on their performance. This unit provides techniques for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. It teaches techniques to use in both counseling and formal review sessions.

Finally, this unit outlines the step-by-step approach to coach problem employees as well as reward good performers. The unit also provides several useful tools to use in planning and conducting a coaching or counseling session.

Students will learn:

  • The differences between monitoring/coaching and coaching/counseling.
  • Best practices to use in side-by-side coaching.
  • How to present both positive and negative feedback.
  • How to apply various feedback methods and when to use each.
  • The steps of a positive discipline plan.
  • 3 modules
  • 51 min

Included modules and learning aims:

  1. Basic Coaching Principles 16 min

    • Explore some facts about coaching in a call center
    • Identify the benefits of effective coaching
    • Review the role of coaching in the performance management process
  2. Communication and Reinforcement Strategies 17 min

    • Define the types of reinforcement and how best to influence performance
    • Identify common mistakes made when providing positive reinforcement
    • Apply the steps of effective communications in the coaching process
  3. Basics of Performance Counselling 18 min

    • Pinpoint situations where counseling is required
    • Avoid excuses not to counsel
    • Outline a four part counseling approach and how to apply it

3. Basics of Coaching

Essential Coaching Techniques for Improving Quality

Basics of Coaching

This unit is also available as part of The Art of Coaching.

This unit focuses on the best practices of coaching. It teaches the benefits of regularly scheduled coaching sessions, how to effectively communicate to ensure frontline staff understanding and buy-in, and the techniques for reinforcing desirable behaviors so they will be repeated in future customer interactions.

This unit also teaches three distinct techniques for call coaching, each approach adapting to the unique needs of each agent according to their level of performance as evaluated in the quality monitoring evaluation.

Students will learn:

  • The benefits of effective coaching.
  • The five step coaching process.
  • The types of reinforcement and how best to influence performance.
  • Communication techniques that lead to successful coaching sessions.
  • How to coach to celebrate, clarify and correct agent behaviors.
  • 7 modules
  • 62 min

Included modules and learning aims:

  1. Introduction 05 min

    • Recognize the benefits of effective coaching
    • We’ll also preview the overall course content
  2. Prepare for Success 08 min

    • Create a coaching plan that ensures you will be prepared to get the most out of your session
    • Use open-ended questions during coaching
    • Positively reinforce behaviors that we want to see repeated in the future
  3. Techniques for Success 17 min

    • Describe the conversational questioning technique
    • Describe the best practices for listening
    • Tell the difference between natural and created reinforcement
    • Recognize some common reinforcement mistakes
  4. Coaching to Celebrate 06 min

    • Outline the basic steps of performance management and coaching
    • Apply Youing steps for performance gaps in selling behaviors
  5. Coaching to Clarify 07 min

    • Describe the steps to take during a coaching meeting
    • Choose the correct step to clarify improvements an agent should make
  6. Coaching to Correct 07 min

    • Describe the steps to take to correct a poor call during a coaching meeting
  7. Assessment 08 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

4. Motivation Marvels

Proven Methods to Improve Motivation and Morale

Motivation Marvels

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
  • 71 min

Included modules and learning aims:

  1. Basic Motivation Principles 18 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 33 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

5. Finders Keepers

Learn Proven Strategies to Retain Staff

Finders Keepers

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
  • 58 min

Included modules and learning aims:

  1. Calculating Turnover Rates and Costs 11 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 27 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

6. Call Center Time Management

The Essential Skill for Every Supervisor

Call Center Time Management

Supervisors have a very broad set of tasks they need to accomplish every week and often have more on their plates than they have time for. Time management, therefore, is an essential skill for supervisors.

This unit outlines time management principles and applies them to the challenges of supervising in a contact center environment. You will learn how to identify tasks that have most impact on company goals and how to steer clear of time-wasters.

We can’t promise you more hours in the day, but this unit will help you optimize how you spend your hours most effectively.

Students will learn:

  • The importance of time management and what can be gained by managing your day more effectively.
  • To assess where time is spent and track activities and bad habits that waste time.
  • To eliminate time-wasters and common distractions in the contact center.
  • How to prioritize tasks and increase productivity with goal-directed activities.
  • Time management best practices for email and desktop activities.
  • 3 modules
  • 63 min

Included modules and learning aims:

  1. Where You Spend Your Time 24 min

    • Learn the importance of effective time management
    • Assess where you spend your time
    • Identify bad habits that steal away your time
  2. Eliminating Time Wasters 16 min

    • Identify three types of procrastination that can prevent you from getting things done
    • Apply techniques to overcome procrastination
    • Calculate time shrinkage to help you account for necessary interruptions in your daily schedule
  3. Managing Tasks, Email and Your Desktop 23 min

    • Prioritize call center tasks and increase productivity with goal-directed activities
    • Organize your work area to reduce time searching and promote productivity
    • Apply time management best practices for email

7. Key Performance Indicators

Manage by the Numbers

Key Performance Indicators

Contact centers are true data-generating machines. With every customer interaction new data points are created. As opposed to getting overwhelmed by it all, a successful manager or supervisor is able to take advantage of this data and manage by the numbers.

This unit outlines the steps for defining a performance measurement system, including how to identify the top performance indicators for your contact center. A practical set of formulas and calculations for today’s most common key performance indicators (KPIs) are included. Finally, this unit wouldn’t be complete if it didn’t also teach how to translate top metrics into effective call center management reports

Students will learn:

  • To identify the most important KPIs for call center and agent performance.
  • To calculate the service, cost, and productivity implications of staffing decisions.
  • To calculate KPIs that reflect quality of service as well as service efficiency.
  • To avoid the most common mathematical mistakes made in call centers today.
  • How to perform a correlation analysis.
  • 3 modules
  • 79 min

Included modules and learning aims:

  1. Defining a Performance Measurement System 15 min

    • Define a performance measurement system and its uses
    • Establish a balanced set of performance objectives that align with company business goals
    • Identify objectives and critical measures for each stakeholder group
  2. Identifying Top Performance Metrics 48 min

    • Identify objectives and critical measures for each stakeholder group
    • Define the most common performance measures related to service and quality
    • Define the most common performance measures related to efficiency and profitability
  3. Translating Metrics into Effective Reporting 16 min

    • Review the key performance metrics for call centers
    • Outline the steps of translating call center performance measures into a reporting and analytics plan
    • Describe the options for presenting metrics and results to others in the call center

8. Introduction to WFM

Understanding Call Center Staffing and Scheduling

Introduction to WFM

Workforce management is the process of getting the “just right” number of staff in place every hour in order to maximize service quality and minimize cost. As a supervisor it is essential that you understand common workforce management practices.

This provides an essential introduction to workforce management for supervisors and managers. It outlines the challenges of workforce planning, the steps of forecasting and scheduling, and the important concept of the “Power of One” in call center staffing. This creates a common understanding of the importance of workforce management and internal alignment between supervisors and workforce managers.

Students will learn:

  • What workforce management is and its implications on cost and service.
  • Why call center staffing is such a unique kind of problem.
  • The step-by-step process of forecasting calls, calculating staffing requirements, and creating workforce schedules.
  • The impact that every single individual has on meeting service goals and balancing workload.
  • Ways to improve attendance and schedule adherence.
  • 6 modules
  • 52 min

Included modules and learning aims:

  1. Introduction 06 min

    • You’ll be able to describe the implication of getting Workforce Management wrong
  2. Staffing for Workload 09 min

    • Describe what makes contact center staffing such a unique challenge
    • Calculate workload and how it's distributed
    • Describe what is meant by random call arrivals and the unpredictability of workload
  3. Fundamental Steps of WFM 05 min

    • Describe the basic steps of Workforce Management
    • Explain the input and output of each step
  4. Staffing Challenges 12 min

    • Discuss some of the challenges when considering staffing levels
    • Describe the roles of the supervisor, frontline staff, and the WFM specialist
  5. Power of One 09 min

    • Describe the immediate and long-term value of a customer interaction
    • Outline the three ways agents impact service, efficiency, and cost in the contact center
  6. Assessment 08 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

9. Call Center Supervision Essentials

Your Development Plan for Supervisory Success

Call Center Supervision Essentials

This unit is also available as a stand-alone course. More info.

Being a successful supervisor in a contact center requires a particular set of skills. General leadership and management skills are certainly helpful, but there are also some unique requirements and responsibilities in managing in the call center world.

This unit outlines the top ten competencies required for call center leaders and supervisors today and teaches how to plan a professional development route to ensure success in this role.

This unit focuses on the most common supervisory challenges in today’s contact centers and how supervisors can equip themselves with the needed skills and knowledge to improve the effectiveness of team members, increase morale and motivation, and create a team environment that maximizes employee satisfaction, performance, and retention.

Students will learn:

  • The most desirable attributes for today’s contact center supervisors.
  • The top ten leadership traits and why they’re important in the contact center.
  • The most critical knowledge and skill areas for supervisors.
  • The most common mistakes supervisors make in managing contact center teams.
  • 3 modules
  • 85 min

Included modules and learning aims:

  1. Call Center Supervisory Roles 28 min

    • Identify the opportunities and challenges encountered by a new supervisor
    • Outline the competencies and attributes needed to be a successful supervisor
    • Identify the ten traits associated with successful leaders
  2. Required Skills and Knowledge 34 min

    • Identify the fundamental knowledge and skills needed by today’s call center supervisors
    • Describe customer service skills that all supervisors should master
    • Outline the most important coaching skills needed to shape employee performance
    • Describe additional call center knowledge and skills that are unique requirements for the call center
  3. Common Supervisory Challenges 23 min

    • Identify supervisory challenges common to call center operations
    • Describe ways to establish leadership and build trust and credibility with your team
    • Outline ways to prioritize work and make the most of your supervisory time

10. Sales Coaching for Supervisors

Techniques for Maximizing Sales

Sales Coaching for Supervisors

Many call center supervisors are equipped to coach agents on customer service calls, but are missing the skills for coaching and fine-tuning sales behaviors on calls. To maximize sales results, sales training for frontline staff should go hand-in-hand with ongoing sales coaching.

This unit outlines steps and techniques for supervisors to coach in a telephone sales center. It teaches how to coach to refine call behaviors that make the most of sales opportunities on every call.

Students will learn:

  • To describe desirable call behaviors and how to set sales goals
  • Motivational factors and factors to get agent buy-in for the sales process.
  • To establish and support a selling mindset for calls.
  • To identify gaps in all four stages of a sales call and how to direct change.
  • Strategies for reinforcing successful sales behaviors.
  • 3 modules
  • 83 min

Included modules and learning aims:

  1. Defining Sales Strategies 24 min

    • Outline the components of a sales strategy at all levels of the organization
    • Identify key coaching behaviors for each stage of the sales process
  2. Fundamental Coaching Steps 29 min

    • Outline the basic steps of performance management and coaching
    • Apply coaching steps for performance gaps in selling behaviors
  3. Reinforcing Sales Behaviours 30 min

    • Identify positive coaching strategies for each stage of the coaching process
    • Describe ways to keep call center staff motivated to sell

11. Teamwork Template

Techniques for Building and Managing Teams

Teamwork Template

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
  • 79 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 29 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 for team members who are not doing their fair share
    • Identify strategies for dealing with a team member who is critical of the team
    • Identify strategies for 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: Supervision

After finishing the courses 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.

28 questions 28 min

Mastery Certification: Supervision

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