Training for Call Center Supervisors All Over the World.
Comprehensive.
What makes a great supervisor? We assembled a group of managers and top-performing supervisors from the United States, Guatemala and the Philippines to distill the essential skills necessary to manage teams of frontline phone agents. From these conversations we developed a flexible 40-hour course of instructor-led training, originally created to be delivered in a classroom but adapted for virtual delivery over a one or two week period.
Interactive.
One theme that came up over and over again was that supervisors have to be comfortable dealing directly with their team. With that in mind, we developed a suite of exercises and activities that provide opportunities to role-play, make mistakes, learn from peers, and improve. Balancing some of the heavier, more serious topics with a variety of scenarios, we drive engagement by keeping things entertaining and thoughtful.
Sample files.
The Sample files button below links to a Dropbox folder containing a PDF of the outlined topics of each Part of the training, a PDF with instructions on an activity where trains practice checking in on a daily basis with members of their team and get graded on how invasive they are, and a Word document containing prompts for the activity.