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Supervision {:one=>"Program", :other=>"Programs"}
Supervision {:one=>"Program", :other=>"Programs"}

Supervision

In addition to company-specific supervisor courses that provide training for personnel related duties, e.g. salary discussions, performance reviews, call center supervisors also need to understand how to monitor staff performance, utilize call center reports and technologies, diagnose performance problems, coach for improved performance, and implement agent retention programs.

Students who complete the program become eligible to test for mastery. The mastery exam will be an online, open-book exam, so we encourage our students to take good notes.

14 hrs 12 Courses 36 Modules Interactive
1

Setting the Standards
Defining Performance Goals and Objectives

This e-learning course outlines the first step of performance management, which is defining and communicating performance standards. It describes the overall performance management process, as well as the specific steps in defining measurable performance standards in the call center.

As a general rule, you can expect what you inspect. It’s critical that each employee understands his/her role and responsibilities and what performance will be expected. One of the toughest tasks is defining the desired performance in terms of measurable behaviors. For example, it’s not enough to tell staff they need to portray a positive corporate image when communicating with customers.

Call center management must define every single performance expectation down to specific behaviors that can be identified and measured objectively. This course discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately.

Students will learn to:
  • Define the components of a performance management model and why such a model is needed.
  • Describe how to set individual performance objectives that are in line with enterprise and call center goals.
  • Define the five SMART guidelines for defining performance goals and objectives.
  • Practice defining competencies and specific expectations for a specified agent role.
  • Identify poorly defined performance objectives and describe how to fix them.


61 min 3 Modules Interactive
The Call Center School Course: Setting the Standards
The Call Center School Course: Setting the Standards

2

Don't Know, Can't, or Won't Model
Diagnosing and Treating Performance Problems

This e-learning course outlines the step-by-step process of diagnosing and categorizing the reasons for performance problems in the call center. It describes the Don't Know, Can't and Won't categories for diagnosing problems and identifying the proper supervisory strategies to fix them.

An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor. This person must need some more training on handling this type of contact, so you schedule them to take a refresher training course. Problem solved? Probably not! There are many different reasons employees don’t perform, and lack of training is a common (and expensive!) misdiagnosis. This course provides the six basic reasons call center employees don’t perform and symptoms of each one.

Anyone that supervises employees can benefit from this e-learning!

Students will learn to:
  • Define performance gaps – what you have versus what you want.
  • Identify the six reasons why call center employees don’t perform.
  • Practice diagnosing performance problems and identifying proper courses of treatment.
  • Describe why training isn’t necessarily the right solution.
  • Identify the steps in setting up and conducting a performance review using the DCW model.


51 min 3 Modules Interactive
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

3

Performance Coaching
Techniques for Shaping Employee Behaviors

This e-learning course outlines best practices for coaching call center employees for improved performance. It describes the benefits of coaching, how to set up a coaching session and 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 communicate with staff about their performance. This course provides recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. It teaches techniques to use in counseling and formal review sessions.

Perfect for call center supervisors or team leaders, this e-learning outlines the step-by-step approach to coach problem employees as well as reward good performers. The course also provides several useful tools to use in planning and conducting a coaching or counseling session.

Students will learn to:
  • Identify the differences between monitoring/coaching and coaching/counseling.
  • Describe “best practices” to use in side-by-side coaching.
  • Identify tips on presenting both positive and negative feedback.
  • Outline the steps of applying various feedback methods and when to use each.
  • Identify the steps of a positive discipline plan.


51 min 3 Modules Interactive
The Call Center School Course: Performance Coaching
The Call Center School Course: Performance Coaching

4

Call Coaching
Basics for Improving Call Quality

This e-learning course focuses on the best practices of call coaching. It teaches the benefits of regularly scheduled coaching session, 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.

Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their call-handling performance.

This course outlines the five-step process for effective call coaching. We begin by an overview of a performance management process and identify where coaching fits into this model. An important part of coaching is reinforcement, and this course reviews the various types of reinforcement and when to use each for best results.

This e-learning also teaches the three distinct techniques for call coaching, each approach adapting to the needs of the frontline agents according to their level of performance as evaluated in the quality monitoring evaluation.

Students will learn to:
  • Identify the benefits of effective coaching.
  • Follow a five step call coaching process.
  • Define the types of reinforcement and how best to influence performance.
  • Identify communication techniques that lead to successful coaching sessions.
  • Coach to celebrate, clarify and correct agent behaviors.


62 min 3 Modules Interactive
The Call Center School Course: Call Coaching
The Call Center School Course: Call Coaching

5

Motivation Marvels
100 Ways to Improve Motivation and Morale

This e-learning course provides strategies and techniques to help the call center management and supervisory team motivate frontline call center staff. It outlines basic motivational principles, recognition and reward strategies, and many proven techniques for motivating call center staff.

If the frontline staff members aren’t happy, customers won’t be happy. With customer satisfaction depending on the quality of the agent/customer transaction, it’s critical to keep staff for the long term and motivate them to perform well.

This course introduces several different motivational theories and presents dozens of ideas and case studies about what’s working well in other call centers to keep the staff motivated and happy. Students will hear about some creative contests and games to use, as well as pick up some ideas on how to reward individuals and teams for meeting performance goals.

Students will learn to:
  • Identify supervisory strategies for providing guidance and support.
  • Outline the principles of an effective reward and recognition system.
  • Identify the important factors in implementing a new motivational program or contest.
  • Describe the implications of using individual versus team rewards.
  • Identify dozens of new ideas you can implement in your own center for improved performance and retention.


72 min 3 Modules Interactive
The Call Center School Course: Motivation Marvels
The Call Center School Course: Motivation Marvels

6

Finders Keepers
Proven Strategies for Staff Retention

This e-learning course outlines strategies to improve morale and retention of call center staff. It teaches to calculate turnover rates and costs, and will identify fifteen strategies for devising a plan to reduce staff turnover in the call center.

Ask contact center professionals what their top concerns are and staff turnover will likely be at the top of the list. Most would agree that a contact center manager’s biggest challenge these days may be getting and keeping good employees.

This course takes a look at the turnover problem running rampant in today’s centers. We will discuss the main reasons employees leave (as well as the reasons they list for why they stay) and which of these are actually under management’s control. See how to calculate the true cost of turnover in a typical contact center and calculate the costs of turnover in your own center.

Finally, the course provides fifteen proven ideas and tips for how to improve motivation and morale to further employee retention.

Students will learn to:
  • Calculate the hard and soft costs of turnover to the business.
  • Identify the main reasons employees leave and why they stay.
  • Identify specific actions supervisors can take to improve morale and retention for their teams.
  • Describe the key elements of an effective retention program and motivation program.
  • Outline fifteen different strategies for improving morale and retention within a work team.


59 min 3 Modules Interactive
The Call Center School Course: Finders Keepers
The Call Center School Course: Finders Keepers

7

Teamwork Template
Techniques for Building and Managing Teams

This e-learning course provides strategies for creating successful call center teams. It teaches how to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the call center workplace.

Most call center organizations are built around a team concept. In many centers these teams are no more than a group of people that happen to report to the same person, while in other centers, the team is an empowered, cohesive unit where each team member takes responsibility for the productivity and success of the group.

In this course, supervisors and team managers will see how to create and build a successful team, beginning with team charters and assignments. Team development will be discussed, including how to motivate team members to take on expanded roles and responsibilities.

Students will learn to:
  • Write a team charter to identify the team’s purpose and objectives.
  • Organize a team matrix to outline member responsibilities and roles.
  • Identify new skills that will be needed to be successful as a team member or leader.
  • Describe ways to motivate individuals and the team as a whole.
  • Identify the most effective communications techniques to ensure cohesiveness and productivity.


81 min 3 Modules Interactive
The Call Center School Course: Teamwork Template
The Call Center School Course: Teamwork Template

8

Call Center Time Management
Budgeting a Supervisory Day

This e-learning course outlines some basic time management principles and applies them to the challenges of supervising in a call center environment. Hear ways to accomplish the most important call center supervision tasks while minimizing the time-wasters.

Attention, supervisors! Could you use more hours in a day? At the end of the week, are you more likely to feel a sense of accomplishment or frustration at all the things that didn’t get crossed off your to-do list?

We can’t promise more hours in the day, but this course can help organize the time you do have to spend. Being an effective leader means knowing the essential tasks that are most important to company goals, the call center objectives, and what team members need to accomplish. This course outlines the essentials of good time management and sets some guidelines for prioritizing the tasks with the biggest payback for your efforts.

Students will learn to:
  • Describe the importance of time management and what can be gained by managing your day more effectively.
  • Assess where you spend your time and track activities and bad habits that waste your time.
  • Eliminate time-wasters and common distractions in the call center.
  • Prioritize call center tasks and increase productivity with goal-directed activities.
  • Apply best practices of time management for email and desktop activities.


65 min 3 Modules Interactive
The Call Center School Course: Call Center Time Management
The Call Center School Course: Call Center Time Management

9

Introduction to WFM
Understanding Call Center Staffing and Scheduling

This e-learning course provides an overview of workforce management for call center supervisors and managers. It outlines the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call center staffing.

Workforce management is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost.

This course teaches the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. Hear about the critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count.

This e-learning also explains the impact that each and every person can make in terms of achieving service goals for the day.

Students will learn to:
  • Define workforce management and its implications on cost and service.
  • Describe why call center staffing is such a unique kind of problem.
  • Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
  • Identify the impact that every single individual has on meeting service goals and balancing workload.
  • Outline ways to improve attendance and schedule adherence.


89 min 3 Modules Interactive
The Call Center School Course: Introduction to WFM
The Call Center School Course: Introduction to WFM

10

Key Performance Indicators
Managing by the Numbers

This e-learning course outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. It also teaches how to translate top metrics into effective call center management reports.

There are many truths told in the vast array of statistics available today in the call center – and the successful manager or supervisor will be the one that understands how to manage by the numbers and not be overwhelmed by them.

This course provides a useful set of formulas and calculations for understanding the math associated with today’s most common key performance indicators (KPIs). Students will get to know the most common measures of performance and how to calculate and analyze them.

This e-learning will present the “top ten” KPIs and de-mystify the math behind the numbers.

Students will learn to:
  • Identify the most critical KPIs for call center and agent performance.
  • Calculate the service, cost, and productivity implications of staffing decisions.
  • Define the critical KPIs to reflect quality of service as well as service efficiency.
  • Identify the most common math mistakes made in call centers today.
  • Describe how to perform a correlation analysis.


80 min 3 Modules Interactive
The Call Center School Course: Key Performance Indicators
The Call Center School Course: Key Performance Indicators

11

Call Center Supervision
Essential Skills and Competencies

This e-learning course outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.

Being a successful supervisor in a call center requires a unique set of knowledge and skills. Training and experience in another area of the business as a supervisor might equip one with some of the needed competencies, but there are some unique requirements and responsibilities in managing in the call center world.

This course will focus on the challenges and most common supervisory issues in today’s center 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 to:
  • Identify the most desirable attributes for today’s call center supervisor.
  • Outline the top ten leadership traits and why they’re important in the call center.
  • Describe the most critical knowledge and skill areas for supervisors.
  • Identify the most common mistakes supervisors make in managing call center teams.


87 min 3 Modules Interactive
The Call Center School Course: Call Center Supervision
The Call Center School Course: Call Center Supervision

12

Sales Coaching for Supervisors
Techniques for Maximizing Sales

This e-learning course outlines the essential steps and techniques for coaching in a telephone sales center. It teaches how to coach to refine call behaviors that make the most of sales opportunities on every call.

Most sales training courses have a very short-term effect on performance because new skills and capabilities are not consistently applied and reinforced. Training for frontline staff should ideally be accompanied by ongoing sales coaching in order to achieve consistent sales results. However, while many call center supervisors are equipped to coach a basic customer service call, they’re missing some skills for coaching and fine-tuning sales behaviors on a call.

This course will provide the needed skills and techniques to help supervisors guide and direct behaviors to maximize sales success.

Students will learn to:
  • Define sales goals and desirable call behaviors.
  • Identify motivation factors and factors in getting agent buy-in for the sales process.
  • Describe ways to establish and support a selling mindset for calls.
  • Identify gaps in all four stages of a sales call and ways to direct change.
  • Describe strategies for reinforcing successful sales behaviors.


84 min 3 Modules Interactive
The Call Center School Course: Sales Coaching for Supervisors
The Call Center School Course: Sales Coaching for Supervisors