The call center industry has created a new breed of supervisors – usually in their mid-20’s, young, dynamic and energetic. A flipside to this has also emerged, like the old adage..”with youth comes folly”. Although these Team Leaders are subject matter experts with their respective accounts, their maturity level is always challenged and oftentimes becomes a barrier to making them effective supervisors.
Agent confessions range from Team Leaders using their position to power trip ( scolding them publicly, threatening to terminate agents if they don’t shape up – it’s really more on how it is said). Some Team Leaders borrow money from agents, ask for cigarettes or worse, request that their agent sign up as a co-maker for a personal loan. With of course some exceptions, the scenarios mentioned are true and has happened before and for sure is happening.
Learning from what has happened to other call centers, a Cebu- site call center wanted a preventive approach with their predominantly young management team and recently asked One Core Business Innovations ( Cebu City, Philippines) to design a Supervisory Training Series for all their Team Leaders and Operations Managers.
The call center’s basis for choosing One Core Business Innovations ( Cebu City, Philippines) is One Core’s experience in the business process outsourcing industry. The One Core Business Innovations ( Cebu City, Philippines) is responsible for setting up several call centers in Cebu; from office build-out, infrastructure to human resource services and trainings.
A customized module focusing on preparing new Team Leaders with their challenging role was rolled out. There was a substantial amount of interaction and sharing of sentiments among the participants. Many gray areas in a supervisor’s role were discussed and clarified. Production floor scenarios; inbound and outbound metrics were the examples used in the training so that the participants learning is more relevant. The series was handled by One Core Business Innovations ( Cebu City, Philippines) Human Resoure Director, Polly Wang. According to Polly, ” I wanted to conduct the training myself because I did not want to limit the training to theories, which participants can just easily read about. I prefer to share actual experiences and share proven and more effective supervisory skills that only comes with years of experience”.
If you want a customized training for your Supervisors and Managers; send an email to:
info@onecorebusiness.com
See you in class!
