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
