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Supervising



Areas we look at include:

Duties. What are the supervisor’s duties? What percent of supervisor’s time is spent with agents? How many agents on each team? How much time is spent with each agent? Is more time spent with lower performing agents than other agent groups?

Metrics and Compensation. How is supervisor performance evaluated and measured? How are supervisors compensated?

Training. Are supervisors generally promoted from agent ranks? What kind of training program did they participate in prior to promotion? What skills are necessary to be successful? How are skill gaps closed?

Evidence. Is there evidence of: motivation, coaching, performance management, quality management, open communications, feedback, availability, visibility, agent advocacy, customer advocacy, policy adherence, compliance enforcement, and corrective actions?

Team turnover. What is the agent turnover rate per team? Are there incentives for low team turnover? What is supervisor’s role and responsibility for retaining agents?

Relationships. Are the supervisors “popular” with agents and peers? How much interaction do they have with other departments?



Typical outcomes include:

Increase agent performance through motivation, recognition, coaching, availability, and compliance enforcement by defining and implementing leadership values, roles, and responsibilities.

Increase agent retention by changing the supervisors’ job to include responsibility for agent retention.

Achieve call center goals by developing strong supervisors with the necessary skills and knowledge of how to supervisor.

Achieve high priority goals by developing a supervisor management process that includes incentives, action plans and reviews, ongoing development, and involvement in decision-making.