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Call Centre Focused Book for Team Leaders
Posted May 30th, 2011 by [allen].
Performance Management For The Call Centre Environment
Performance management is a crucial part of a manager’s job in all industries; however, it is particularly vital in the call centre industry where attrition rates are high; millions are spent in employee training and the clients demand nothing but the best service.
Performance Management for the Call Centre Environment is an e-book that equips a manager with all the tools and information that he will need to optimize employee performance in a call centre or a small company.
Whether you are already in a supervisory position in a small or mid sized call centre or are currently a customer service representative or collection agent who aspires to become a team leader or even a project manager in time; this e-book will create a foundation on which you will be able to build your career.
The e-book is divided into three sections with a total of nine chapters and offer in depth information on
Part One: A in depth explanation of the principles of performance management that should be implemented in a call centre and ideal factors that can be used to manage team of employees who render complaint and sales support to the customers
Part Two: This is the longest section of the e-book and this is where the actual action that can be taken to improve employee performance is discussed. The chapters in this section deal with the managerial skills required to elevate performance levels across all sections of the company and how to cultivate and utilize these skills. As the manager of a call centre, a professional is expected to demonstrate leadership skills and a superior understanding of employee mentality, needs and factors that motivate and demotivate employees. This section also stresses on what a manager can do and understand by using past customer contact. The pay offs that can be expected through the use of sound management techniques are also discussed in the 6 informative chapters.
Part Three: This is the last section of the e-book that discusses the special management considerations as they relate to performance monitoring and improvement. Detailed information is provided on how a manager should alter his management techniques to suit the different environment types that the employees work in and how manager can help to minimize employee stress.
Inappropriate management can have grave consequences on the most important asset of an organization: human resource. Dissatisfied employees will are bound to abandon the organizational ship in favor of other employment opportunities. Most call centers spend heavily in human resource development through classroom and on job training. And all the investments made by the company in an employee are lost when he puts down his papers.
Although there are several factors that have a bearing on the attrition rates in an organization, a manger plays an important role in this equation. A study conducted by the Florida State University revealed that 40% employees across sectors think that they work for incompetent managers who are bad bosses.
Since the loss of qualified employees can be attributed to bad management techniques, it can be safely suggested that an incompetent bosses cause the organization huge financial losses. It is also vital to understand why so many managers cannot live up to the expectations of their team. Friction between managers and team members can be squarely attributed to the faulty perception that managers harbor about the requirements of an employee. This e-book endeavors to help managers understand what their team members expect from them and how a manager can use proper performance management tactics to motivate the employees and create a healthy working environment.
It is also worth mentioning here that managers who do implement proper performance management techniques earn the highly coveted employee loyalty and their team members are willing to go the extra mile or put in additional work hours for their supervisors.
In being a Manager the need for a reminder and reflection has been on of the key reason for this book. The book is delivered digitally, being a instant download you can use it immediately.
Downloading will allow you to read the book in any PDF reader program.
Specifically for the call centre environment, this book is more of deep guide into the call centre staff management.
Only $67
[CLICK HERE TO PURCHASE]
With any of the ideas and concepts in the book if your are having any trouble implementing the concept. Please contact me.
Any new concepts need a little change of perspective to really get going, I am happy to offer a 30 day money back guarantee.
I honestly believe this is the best process to build and strengthen a team.
Wishing you all the best.
Allen Wade
Dip. Management
Cert 4 Training and Assessment.
If you have any questions please ask.
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