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7 Pillars For Creating Amazing Team Leaders
Team Leaders are the backbone of any call center!
Yet typically what happens is one of the better operators is
made a Team Leader and thrown into the deep end with little or no understanding
of their role, much less comprehensive training or on-going support.
As a result, all too often, we turn a terrific team member into
a stressed and under achieving Team Leader and get frustrated with the results.
Then after a few months, or even weeks, we end up replacing
them and usually lose a really good telemarketer in the process too!
The best way to overcome the frustration and stress of
getting caught in this revolving door of constantly replacing Team Leaders is
to follow the 7 Pillars for creating amazing Team Leaders who coach, nurture
and lead winning teams that continuously meet (or even exceed) their monthly
targets and KPIs.
Having owned a call center myself and working all over the
world for 35 years running marketing departments and call centers, consulting
with businesses mentoring their call center managers and team leaders…
I’m well aware of the difficulties of developing amazing
team leaders who coach, nurture and lead winning teams.
After doing this over the years, I’ve learnt that to create
truly amazing Team Leaders you need to develop an effective training process
incorporating these 7 Pillars, so they clearly understand their role, and acquire
the practical skills needed to lead their teams to consistently achieve their
targets and KPIs.
The 1st Pillar is Getting The Right Person
All Team Leaders ARE NOT the same and there are common
traits, characteristics and practices that set successful Team Leaders apart.
The key to selecting the right Team Leader is understanding
these traits, characteristics and practices, so you can look for them in
prospective candidates when recruiting from outside or promoting from within.
Obviously, you want the right person from the start; even if
you need to help them learn some of the skills they'll need to be successful … because
it’s always easier and quicker coaching someone who has the right basic traits
and characteristics to begin with.
The 2nd Pillar is Effective Time Management
The number one reason most Team Leaders give for not
providing their team members with on-the-job training or coaching is that they
just don’t have the time with all the different administration and human
resources tasks they have to do every day.
And, to be fair, some have a point, when you look at all the
things they do each day and week. If this is the case in your center, you
should have a look at which tasks can be handled by an administrator or someone
in HR, rather than your Team Leader.
After all, a Team Leader's number one priority should be
reaching their team’s goals each week. So, you need to make sure they have the
time and energy to provide really effective leadership and coaching.
If Team Leaders
aren’t overburdened with too many tasks then you’re really dealing with an
excuse, and that’s an easy fix.
To make sure they’re using their time effectively, have them
complete a weekly schedule for the coming week, give you a copy and pin it at
their work space.
Review their schedule to make sure they’re focused on the
coaching tasks you want, and make any necessary amendments if needed.
You also want to keep them accountable so, check in
throughout the week to make sure they’re doing their coaching tasks when
Bringing these essential elements together, Team Leaders
will have the time to help their team members perform better because team
members are finally getting the coaching they need!
Pillar 3 is having a Coachable Call Structure
Team members need an easy to understand Call Structure that
sets out the key steps, in the proper sequence, they need follow to achieve
positive outcomes whether handling customer service calls, booking appointments
or making sales.
An effective Call Structure crystallizes the steps when
handling or making a call; and when done correctly is easy to learn and really
easy to coach!
Just imagine how more quickly you’d improve the overall
performance of your Call Center team if you had a call structure for your team
to follow that Team Leaders could use to coach team members to follow.
The 4th Pillar is Call Monitoring and Calibrated Scoring
To be effective coaches, Team Leaders need to have a clear
understanding of the challenges team members are facing when making or handling
The best way to understand where coaching is needed is to
listen to team members' calls and score each area of the call structure in
It is imperative that Scoring Guidelines are created and
calibrated with all Team Leaders to ensure consistent call scoring across the
The best way to ensure Scoring Guidelines are calibrated
correctly is to get all your team leaders into a room, listen to a few recorded
calls together and have each of them independently score each call.
Then compare and discuss their scores to ensure everyone
understands the appropriate scoring levels for each call component, to make
sure they aren't too strict or forgiving in the scores they give.
This way team members will generally have the same scores
for the different parts of your call structure and you’ll find this really
helpful if you move them from team to team to ensure they get consistency on
the scoring of their calls.
Pillar 5 is Corrective and Nurturing Feedback
Providing positive and corrective call performance feedback
is critical when coaching team members to ensure they are protecting your
brand, and well trained to be friendly, helpful, giving accurate information
and following call handling processes effectively.
Team Leaders need to be trained in providing nurturing and
corrective feedback on calls they've scored to make sure team members really
understand where they need to improve and are open to being coached.
Aside from providing corrective feedback, Team Leaders
should also be coached to identify what was also great about the call they
scored. That way when providing corrective feedback, along with call
deficiencies, they can highlight positive aspects of a call to reinforce those
actions with team members, so they will occur again.
Providing feedback in this way will be seen by team members
as an instructive and motivational experience they can look forward to.
The 6th Pillar is Team Member Skills Audits
Team Leaders need to conduct a Skills Audit of each of their
team members every quarter to have a timely and clear understanding of the
coaching and training needs for each of their team members.
These audits can be done more frequently, particularly if
there are chronic under performers or when new team members join their team.
Skills Audits cover all sections of a Call Structure and
other areas such as: Product Knowledge, Systems Knowledge and Administration.
Team Leaders should also add notes to each area to remind
them of the coaching and training requirements to help them when they develop
Coaching Plans for team members.
After they’ve completed an audit, discuss the areas team
members need coaching or training and decide with your Team Leaders how best to
deliver any required training or coaching.
If many team members need help in any specific area it may
be better to have a group training session, that’s where keeping notes on each
audit section can come in handy.
Pillar 7 is Team Coaching Plans
Coaching Plans keep Team Leaders focused on covering the
areas each of their team members need improvement.
It’s just a simple plan that outlines which areas need work,
what coaching is required, when it will be delivered and who delivers it.
This pulls everything into a road map Team Leaders can follow
that focuses on the specific areas of coaching needed for each team member.
Of course, some team members are really, really good
operators who won’t need a lot of coaching, but they can still improve in some
And, you’d be amazed at how many really good operators want
their Team Leader to listen to their calls and work with them because they’re
feeling they may be falling off a little.
Want to learn more?
Want to learn more on how to develop a proven, practical and
easy-to-implement training program to create amazing Team Leaders with a clear
understanding of their role, and the practical skills needed…
to turn underperformers into high achievers, who regularly
reach (or even exceed) their monthly targets and KPIs?
Simply enroll in my free online course - 7 Pillars For
Creating Amazing Team Leaders using this link (https://7pillarsmembers.marccarriere.net/.
You get instant access to this free course PLUS 15
Bonus Micro Training Videos AND free download of the 7 Pillars For
Creating Amazing Team Leaders Guide.
After this Free Training you’ll understand all the vital
elements you need to develop your own structured Team Leader training program
and deliver it.
Just imagine how confident you’ll be training your Team Leaders
with all the skills they need to turn low performing teams into high achievers
that hit (or even exceed) their targets and KPIs every month!