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Supervision

Supervision

1

1.
Setting the Standards

Defining Performance Goals and Objectives

The Call Center School Course: Setting the Standards
The Call Center School Course: Setting the Standards

An introductory insight into performance management. This course offers practical guidelines on how to develop measurable performance goals in your center.



59 min 3 Modules Interactive

2

2.
Don't Know, Can't, or Won't Model

Diagnosing and Treating Performance Problems

The Call Center School Course: Don't Know, Can't, or Won't Model
The Call Center School Course: Don't Know, Can't, or Won't Model

Outlines the basic reasons for performance problems and the step by step process of diagnosing them. Discusses the Don’t Know, Can’t, Won’t Model for diagnosing such problems and established strategies for resolving performance issues.



49 min 3 Modules Interactive

3

3.
Fundamentals of Coaching

Techniques for Shaping Employee Behaviors

The Call Center School Course: Fundamentals of Coaching
The Call Center School Course: Fundamentals of Coaching

Effective techniques for coaching agents and communicatively effectively for improved performance. Describes strategies for rewarding positive performers and handling issues with specific employees.



51 min 3 Modules Interactive

4

4.
Basics of Call Coaching

Basics for Improving Call Quality

The Call Center School Course: Basics of Call Coaching
The Call Center School Course: Basics of Call Coaching

Explains established techniques for call coaching. Each approach focuses on reinforcing desirable behaviors that should be repeated consistently on every single customer interaction.



62 min 3 Modules Interactive

5

5.
Motivation Marvels

100 Ways to Improve Motivation and Morale

The Call Center School Course: Motivation Marvels
The Call Center School Course: Motivation Marvels

If the frontline staff aren’t happy, customers won’t be happy. This course outlines basic motivational principles, recognition and reward strategies, and techniques to help supervisors motivate frontline staff.



71 min 3 Modules Interactive

6

6.
Finders Keepers

Proven Strategies for Staff Retention

The Call Center School Course: Finders Keepers
The Call Center School Course: Finders Keepers

Outlines a range of strategies for improving morale and retaining contact center staff. Learn how to calculate the true cost of turnover in your own center.



58 min 3 Modules Interactive

7

7.
Teamwork Template

Techniques for Building and Managing Teams

The Call Center School Course: Teamwork Template
The Call Center School Course: Teamwork Template

Simple yet effective techniques for creating successful teams. How to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the center.



79 min 3 Modules Interactive

8

8.
Call Center Time Management

Budgeting a Supervisory Day

The Call Center School Course: Call Center Time Management
The Call Center School Course: Call Center Time Management

Time is precious in every center. This course describes best practices for empowering supervisors to manage their time and provides guidelines on how to prioritize tasks according to importance.



63 min 3 Modules Interactive

9

9.
Introduction to WFM

Understanding Call Center Staffing and Scheduling

The Call Center School Course: Introduction to WFM
The Call Center School Course: Introduction to WFM

A detailed overview of Workforce Management for supervisors and managers. Outlines the realistic challenges of workforce planning, forecasting, scheduling, and the concept of the Power of One in center staffing efforts.



52 min 6 Modules Interactive

10

10.
Key Performance Indicators

Managing by the Numbers

The Call Center School Course: Key Performance Indicators
The Call Center School Course: Key Performance Indicators

Strategies for defining a performance measurement strategy using your most critical KPIs. Demystify the logistics behind the numbers and translate your top metrics into effective management reports.



79 min 3 Modules Interactive

11

11.
Call Center Supervision

Essential Skills and Competencies

The Call Center School Course: Call Center Supervision
The Call Center School Course: Call Center Supervision

Focuses on the most common issues supervisors face daily. Equips supervisors with the skills required to improve morale and motivation, and create an environment that maximizes employee satisfaction, performance, and retention.



85 min 3 Modules Interactive

12

12.
Sales Coaching for Supervisors

Techniques for Maximizing Sales

The Call Center School Course: Sales Coaching for Supervisors
The Call Center School Course: Sales Coaching for Supervisors

Powerful skills and techniques that supervisors can use to guide and direct telephone agents. Describe strategies for reinforcing successful sales behaviors and helping telephone agents become better communicators.



83 min 3 Modules Interactive