Managing For Results in the Contact Center

Business Issue - As more customers choose the convenience of contact centers, the sales and service effectiveness of contact center groups becomes critical. However, without clear sales and service priorities from management and direction for accomplishing goals, contact center representatives can miss sales opportunities, respond inadequately to customer queries or fail to resolve customer complaints. Contact center supervisors and team leaders are often excellent technicians with limited management experience. They need a system and process to guide them through the fundamentals of managing within the contact center.

Omega Performance’s Solution - Managing For Results in the Contact Center is a three-day program that helps contact center managers build management skills and support their group’s sales and service performance. The program focuses on those management routines and activities that contact center managers should perform to set standards for contact center representatives, coach them in their sales and service skills, and help them cross-sell products and services.

Managing For Results in the Contact Center is most effective when implemented in conjunction with Omega Performance’s Mastering Service Excellence, which teaches contact center representatives how to deliver excellent service over the telephone and leverage referral opportunities.

What Is Included

Managing For Results in the Contact Center provides managers and supervisors with the tools and techniques to help them support the sales and service performance of contact center representatives.

Participants learn how to use management techniques such as setting direction, monitoring calls, coaching, removing obstacles, working with the team, and rewarding and recognizing achievement in support of the ongoing sales and service performance of their units.

Day 1
Sales and Service Leadership Objectives. Managers identify the challenges facing contact center management and recognize that there are multiple ways to handle each of these challenges. They are introduced to sales and service leadership objectives that addresses the five fundamental questions employees want answered by their managers.

Analyzing the Situation and Setting the Direction. This module begins by reviewing the bank’s vision and the contact center’s role in that vision. It is absolutely essential to establish and communicate the contact center vision. Managers participate in a self assessment activity to identify ways they help or hinder the performance of their teams.

Measuring, Observing, and Coaching. Managers recognize how measuring, observing, and coaching help to sustain performance and achieve results. They learn the importance of communicating results in a timely way with maximum impact. A focal point of the module is observation— what to look for and how to coach to it. They also identify four main purposes of coaching and learn how to take full advantage of every opportunity to coach. The Coaching Model is introduced.

Day 2
Measuring, Observing and Coaching (continued). In this portion of the module, managers will analyze team performance trends to coach to and practice coaching skills through video modeling and feedback, a learning technology that Omega Performance has found to be unparalleled in changing participants’ behavior in the shortest time.

Day 3
Measuring, Observing and Coaching (continued). Managers learn how to use quick coaching as a tool to reinforce formal coaching.

Removing Obstacles. Managers learn to remove the day-today roadblocks and detours that can reduce individual and team effectiveness if not properly resolved. The AIM problem-solving process is introduced and applied in group exercises that deal with typical sales and service obstacles.

Building the Team and Rewarding and Recognizing. Omega Performance shares with managers the best practices of effective teams. Methods are identified for rewarding and recognizing group and individual performance. Managers learn a variety of meeting formats that can be used to:

Develop skills
Set direction and strategy
Increase product knowledge
Recognize individual contributions

In addition, managers work with techniques to address the challenges of making scheduled team meetings and huddles lively, productive and worthwhile. Participants discuss and practice the seven success factors for a meaningful meeting.

Delivery Options

Managing For Results in the Contact Center is delivered via a three-day workshop. The implementation process occurs in three phases: data gathering, tailoring of materials and conducting the workshop.

Results You Can Expect

Managing For Results in the Contact Center helps your contact center managers to:

Establish sales and service objectives for their staff
Observe and analyze staff interactions with customers
Conduct effective coaching sessions to emphasize strengths and improve performance
Plan and conduct successful sales team meetings
Increase contact center productivity and account retention
Develop a common sales and service customer message across the organization

Who Should Be Trained

Managing For Results in the Contact Center is for managers and supervisors of centralized or decentralized contact center groups.

Prerequisites

None.