Master Class in Contact Centre Skills for Team Leaders (2 Days)

With the demands placed on a modern Contact Centre, your teams need leaders that motivate, inspire and develop them. Technology helps to support the business but your Team Leaders are the key and decisive ingredient in the day to day success of your operation.

Some organisations suggest that 90% of leavers do so because of the poor leadership that they receive. With a well-managed and engaged work force, you can not only guard against attrition but also grow your business.

Without highly skilled Team Leaders, sharing with your teams the values and visions of the organisation, you will never get optimum results. Unlock the potential in your teams through your Team Leaders.

By attending this highly interactive 2 day Master Class, delegates will be equipped with the skills to create a winning attitude both in themselves but also within their teams. The need to balance the needs of the customer and the organisation will be explained while understanding how to get “buy in“ to the KPI/SLA needed by the business. Leaders have to be proficient in coaching and understanding the link to managing performance. At the same time, teams need to enjoy their work and want to be part of a successful team. Delegates will learn the skills of creative management and how to build winning teams.

The Master Class explains the problem behaviours that individuals can display but will then allow delegates to develop both assertiveness and influencing skills. The course is generic across industry and sector and has been designed to equip the modern Team Leader with the skills to develop high performing teams.

Who should attend this Masterclass in Contact Centre Skills for Team Leaders?

This highly practical and interactive course has been specifically designed for:

• Customer facing Team Leaders wanting to add a further dimension to their skills
• A follow up or continuation from the BMTG MasterClass for Contact Centre Agents
• All Contact Centre Team Leaders (Sales and Service)
  • Help Desk
  • Mail Order
  • Credit Control
  • Inbound and Outbound Team Leaders
  • Help Desk Staff

•  Team Leaders in support areas needing to add a further dimension to their skills
• Experienced Agents wishing to add another dimension to their skills