Grooming frontline employees as call center leaders

Grooming frontline employees as call center leaders

Faith Ocampo Published on May 3, 2016Last updated on January 4, 2021

Your call center agents are, in the near future, the best leaders you can have.

employees giving high five during work training

Your call center won’t be able to operate once it hits a staffing dead end. This happens when the number of employees who leave is bigger than those who stay.

You can put a stop to this by fostering an organizational culture that values its internal talents. It’s more cost-efficient and sustainable to retain homegrown employees compared with hiring new ones. This way, you’re keeping employees’ knowledge about the company within its four walls while building employee loyalty.

So although you’d be focusing on your team’s performance on a daily basis, don’t forget that leadership training is also part of your responsibilities.

Spotting the future leaders

Managers must always be on the lookout for employees who demonstrate a rich potential for leadership.

In the customer service department, these are people who have a natural flair for pleasing customers. They are able to appreciate the value of the things that you do for the customer, and this manifests in the quality of their performance. They maintain a stellar attendance record, respect your internal policies, and are always highly productive.

Although they’re good followers, however, these employees redefine the boundaries of the organization even in small ways, such as by suggesting fresh, out-of-the-box ideas to improve your operations.

Developing a “leader” mentality

team leader helping showing tablet to customer support agent

This is the tricky part. Strong leadership skills are not something that can easily be nurtured, especially if the process is forced.

The ideal leader, however, would have the initiative to keep improving not just in terms of knowledge but also in terms of attitudes. If they don’t have this innate tendency, it can result in a massive burnout later on.

Call center managers must always lead by example to encourage a positive behavior. But more than the ideal work habits, they must also emphasize the importance of being passionate and purposeful. While these leadership qualities are harder to teach, they’re probably the most powerful traits of a good manager.

Encouraging independence

The line between the decisions that customer service agents can make and those that they can’t is not strictly defined in most contact centers. This is mostly dictated by the organizational culture. In outsourcing companies, for example, employees are often required to abide by a client’s specifications.

However, there are other ways to encourage your agents to be more independent. Allowing them to pitch in ideas during meetings and brainstorming sessions is one. Another is to let them take on new tasks in the call center to allow them to understand the company from multiple vantage points.

Emphasizing the value of customer service

successful diverse call center team enjoying themselves

Emphasizing the value of customer service, why you need to excel at it, and how it shapes entire industries is perhaps the purest form of leadership training.

These are things that are harder to teach than the fundamental leadership skills because they’re aimed at developing an innovative mindset. This practice, however, allows managers to instill the right principles among their frontline employees. And when they finally take on leadership positions, you can be sure that their management approach is aligned with the organization’s values.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO15 hours ago
Happy #InternationalWomensDay!

Women inspire change that continue to make the world better. We at Open Access BPO #ChooseToChallenge inequality, gender bias, & lack of diversity when celebrating their successes to help create an inclusive world.

#WeSpeakYourLanguage #OAonIWD2021 #IWD2021
Open Access BPO
Open Access BPO
Open Access BPO4 days ago
The best way to prepare for the unprecedented is to overprepare. Find out how Open Access BPO ensures seamless #CustomerExperiences with #SmartRedundancy.

Read more: https://zcu.io/Ji6S

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO6 days ago
Staying in a business relationship that does not meet your needs is detrimental to your company. Here are factors that you must consider when assessing the efficiency of your existing #outsourcing partnership: https://zcu.io/h6Fd

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO7 days ago
Good #TechSupport enables you to keep your technologies accessible and fully functional for end-users 24/7. Streamline your #IT helpdesk with an expert #BPO provider to focus on business growth: https://zcu.io/uGWd

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
“Customers have higher expectations now. They have a little more money in their pocket to spend, and they’re going to be more discerning about the quality of the shopping experience.” - David VanAmburg, American Customer Satisfaction Index (ACSI) Managing Director

Read more: https://zcu.io/iARF

#WeSpeakYourLanguage #CX #CustomerService
Open Access BPO
Open Access BPO2 weeks ago
Are you losing customers over time? Here are five reasons why #CustomerRelationships fall south and how you can deal with them.
Read more: https://zcu.io/9YwD

#WeSpeakYourLanguage #CX #CallCenter
Do NOT follow this link or you will be banned from the site!