Ode to Team Leaders

Contact centres are big business these days, employing over 1.1 million people in the UK alone. And staffing them isn’t a simple matter of bums on seats – especially at a senior level. It’s quite often thought that the people at the very top of the operation are the most important – and while there’s some truth in that, we thought we’d take a moment to show our appreciation for Team Leaders.

Team Leaders are absolutely key to your operation, because they’re the ones who deal with – and get the best from – your agents, and when your agents are performing well, customer satisfaction and sales will always follow.

They’re also the leaders of the future. Being a Team Leader is something of a ‘rite of passage,’ where future Contact Centre Directors cut their teeth – learning about the structure and processes of the call centre world from the bottom up. It’s also a time when they can really experiment with the ways in which they incentivise and motivate their agents to lead them to success – learning to be an inspirational leader first to their small team of agents, to the contact centre as a whole.

And the agents they inspire? They’re the Team Leaders of the future. It’s the circle of life, but in contact centre terms.

That’s why it’s important to give Team Leaders the credit they deserve – and the motivation to really make a difference, both to the customer, and to the business as a whole. We’ve been around for almost 10 years (we’re celebrating our very own jubilee next March!), and in that time, we’ve seen a number of candidates who initially registered with us as Team Leaders progress to a very, very senior level.

What makes these candidates special is their drive to succeed – there’s no doubt about that. But it’s also their understanding of the importance of every last member of staff in their contact centre – and this comes from the experience they’ve garnered whilst at a Team Leader level.

So – here’s to Team Leaders. We salute you!

One thought on “Ode to Team Leaders

  1. Without a doubt, a good team leader is the CCM of the future. The role provides the best onsite training and preparation. It also gives the team leader a greater understanding of all the nuances of call centre management which generally remain unwritten.

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