Manage a call center team

Updated on 19/05/2026

Manage each person and understand how they work in order to be more operational

• Detect the do’s and do’s of each behavior
  
• To understand the impact of the job of tele-counselor or helpdesk
  
• Influence the autonomy of your teams

Possible psychological obstacles

• Prejudices about sales or advice to helpers
  
• The advisory and guidance mission of the manager / supervisor
  
• Finding an acceptable definition for the collaborator

Steering the activity of his team in a call center

• Understand through indicators the progress or stagnation of your team
  
• Be comfortable in briefings and activity meetings

Motivate your team

• Have your own management mode
  
• The fun challenges

Communication techniques to maintain post-debriefing team motivation

• The weight of words
  
• The appropriate expressions
  
• Time to spend for clients
  
• Acceptable margins of tolerance vis-à-vis the official script

Check the results

• Collectively and individually analyze the results
  
• Determine an action plan for the team
  
• Negotiating objectives individually and with the team

Establish effective measurement tools

• Define and use a skills assessment grid of its employees
  
• Conduct relevant interviews with employees
  
• Conduct effective meetings

Prerequisites

No prerequisites.

Assessment method

We assess learning outcomes through role-play exercises and/or multiple-choice questionnaires or quizzes during and/or at the end of the sessions. Observations and feedback from the consultant are also provided during the role-play exercises.