Training for Call Center Supervisors All Over the World.

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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.

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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.

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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.