The How to be a Great Call Centre Team Leader course has an average rating of 4.5 out of 5 stars
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How to be a great Call Centre Team Leader training course introduction
The May 2024 How to be a Great Call Centre Team Leader training course provides everything new and existing Team Leaders (or those preparing to become one) need to become an effective Call Centre Team Leader in any call centre/contact centre environment.
This course will provide the participants with the training, tools and resources they need to effectively lead an engaged team that consistently hits their targets and KPIs (and even learn which KPIs they should be using!), along with coaching skills to help turn all their team members into top achievers!
Delivered over 2 x 3.5-hour workshops (a total of 7 hours) of live, facilitated training, the workshops and included easy-to-customise tools and resources, teach participants how to become a great Call Centre Team Leader in a structured manner that enables them fast-track their skills without having a significant impact on your operations.
Suitable for all types of contact centres (or customer service teams where employees are on the phone), the course is facilitated by Call Centre Team Leader training specialist Marc Carriere and it’s a great all-round course for any new, existing or emerging Call Centre Team Leader looking to hone their skills and learn industry best-practice.
Includes eight powerful modules
The May 2024 How to be a Great Call Centre Team Leader training course includes eight powerful modules that have been honed over decades of real-world experience and are essential for all great call centre team leaders to know:
Highly Recommended!
From the outset of communicating with Marc to book the course, he was friendly, professional, and very accommodating to our needs which were greatly appreciated.
We had the privilege of being able to have Marc in-house to deliver the course in person for myself and one of my supervisors and Marc did a fantastic job of combining and delivering his ‘How to create amazing team leaders’ and ‘How to be an amazing team leader’ courses, keeping the content relevant and engaging for both of us.
The tools and resources provided will certainly add value to any call centre leaders/managers and give an excellent framework to help build, sustain and continue to develop a strong leadership team within a call centre.
For anyone new to a TL role or for those looking to know how to better develop their TL’s (and identify traits of future TL’s) I would highly recommend Marc’s courses and will look to use them again in future.
Call Centre Assistant Manager
National Storage
Who is this course suitable for?
Whether you refer to your workplace as a call centre, contact centre, customer support, customer service etc, this course is designed for the person responsible for the direct management of employees working on the phones.
Whilst we refer to them as Team Leaders, other common terms include Supervisors, 2IC, Team Managers etc.
This May 2024 How to be a great Call Centre Team Leader course is designed for:
- Existing employees preparing to move into a Team Leader role that is responsible for managing employees whose primary role is on the phones.
- New Team Leaders who want to equip themselves with best-practice skills, resources and tools.
- Existing Team Leaders who want to enhance their existing skills to take their team to the next level.
- Long-term Team Leaders needing a reset.
The skills taught are agnostic to all call centres so it doesn’t matter whether you have an inbound call centre, outbound call centre, sales, service etc., the skills taught to your team leaders will be applicable.
7 Hours of Live, Facilitated Learning delivered via 2 x 3.5-Hour Sessions:
We’ve designed this How to be a Great Call Centre Team Leader training course to equip Team Leaders with the fundamentals that can be applied to any contact centre environment – private sector, public sector, small contact centre, large contact centre etc.
Each 3.5-hour workshop has been designed and is delivered live by Australia’s leading Call Centre Team Leader Coach and Mentor, Marc Carriere.
Session 1
MODULE 1: Preparing Your Framework for Success
Lessons and resources that bring clarity and a deep understanding of your purpose and the reasons why you and your team members want to achieve continued and sustained success.
MODULE 2: Amazing Team Leaders Traits
Lessons and resources to identify the key traits, characteristics and practices of amazing Team Leaders to help you indentify the soft skills you need to work on to more clearly understand your role and responsibilities.
MODULE 3: Effective Time Management
Lessons and tools that provide the structure and accountability to ensure you are spending the time needed each day to effectively manage and lead your team.
MODULE 4: Coachable Call Structures
Lessons and tools for creating easy to follow Call Structures (with the right steps and proper sequence) to follow that are easy for Team Leaders to coach team members on to increase their success.
Session 2
MODULE 5: Call Monitoring and Scoring
Easily and effectively monitor and score team members’ calls with an easy-to-customize Scoring Tool that identifies areas to praise and deficiencies that need to be corrected with further individual training.
MODULE 6: Providing Effective Feedback
Lessons and resources for effectively providing corrective and nurturing feedback that identify positive aspects of calls to praise and deficiencies Team Leaders can work on with team members.
MODULE 7: Skills Audits
Lessons and Templates for conducting Team Member Skills Audits to identify those areas Team Leaders need to focus on to get the most out of their team.
MODULE 8: Coaching Plans
Lessons and templates for developing Team Member Coaching Plans outlining coaching roadmaps for areas of improvement, who delivers coaching and when it’s delivered.
BONUS CONTENT!
In addition to the 7 hours of live facilitated training sessions above, by purchasing this course each participant will receive:
14 RESOURCES, TOOLS AND TEMPLATES
Easily customised Resources, Tools and Templates for Team Leaders to use to lead their teams to regularly achieve (or even exceed) their monthly Targets and KPIs including the 7 Pillars For Becoming an Amazing Team Leader Workbook.
Course Outcomes
By completing the May 2024 How to be a Great Call Centre Team Leader training course, participants will learn practical, proven and easy-to-implement skills (developed in the trenches – not theory or PowerPoint ‘fluff’) and get 14 easy-to-use and customise Resources and Tools to help them become a truly great Team Leader with:
- A very clear understanding of the role a Team Leader plays in team success.
- Practical skills needed to lead a call centre team.
- The confidence to lead, coach and mentor and improve employee engagement.
- The tools to drive performance improvements.
- The ability to deliver improved outcomes for the business including:
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- Improved speed to competency.
- Higher efficiency.
- Higher quality.
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Built for Online
This course is delivered online via ZOOM teleconferencing with set dates and times that enable you to plan ahead (refer to the section below).
Held over two consecutive days, with just a 3.5-hour session each day, it enables your Team Leaders a chance to learn some new skills without significantly impacting operations.
The sessions are interactive and engaging with a couple of short breaks included to maximise learning opportunities.
About Your Facilitator
Starting in his early 20s as a direct salesperson Marc Carriere began specialising in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognised as a direct marketing and call centre expert.
Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B and B2C companies in Australia, Canada, Fiji, México, The Bahamas, United Kingdom and the United States of America.
With his worldwide experience managing call centre teams that have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs and is passionate about helping Team Leaders achieve success.
Recent Customer Testimonials
Feedback for training
5 November 2024
Review of October 2024 How to Be a Great Call Centre Team Leader
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Service desk officer
Courts Administration Authority
Response from CX Skills
Thanks Shah, glad to hear you enjoyed the course with Marc and good luck on your progressing your career!
Informative and Insightful
4 June 2023
Review of May 2023 How to be a Great Call Centre Team Leader
Marc shows a deep understanding of the contact centre industry and is able to explain ideas and concepts in a clear manner. I will try to put to practice what I have learnt to improve behaviours and performance.
Team Leader
I-MED Radiology
Confidence building training!
24 May 2023
Review of May 2023 How to be a Great Call Centre Team Leader
The course done with Marc helped me to view my role in a more clear and scheduled way. I was a little lost before starting these sessions, but setting aside that time each week to deep dive into methods we can implement in our teams has been a massive help.
The tools and reading materials that were shared with us are all engaging and can be implemented into most Team Leader based working environments.
I would recommend these sessions for anyone wanting to view a team leader role with more clarity and understanding or those who want to learn the skills needed to effectively manage a group of people
Team Leader
I-MED Radiology
Highly Recommended!
8 September 2022
Review of Private Training Courses
From the outset of communicating with Marc to book the course, he was friendly, professional, and very accommodating to our needs which were greatly appreciated.
We had the privilege of being able to have Marc in-house to deliver the course in person for myself and one of my supervisors and Marc did a fantastic job of combining and delivering his ‘How to create amazing team leaders’ and ‘How to be an amazing team leader’ courses, keeping the content relevant and engaging for both of us.
The tools and resources provided will certainly add value to any call centre leaders/managers and give an excellent framework to help build, sustain and continue to develop a strong leadership team within a call centre.
For anyone new to a TL role or for those looking to know how to better develop their TL’s (and identify traits of future TL’s) I would highly recommend Marc’s courses and will look to use them again in future.
Call Centre Assistant Manager
National Storage
Private and Public Options
The How to Be a great Call Centre Call Centre Team Leader course is available publicly (with others) or privately (just for your business) with the differences outlined below.
Public Courses
This particular How to Be a Great Call Centre Team Leader course is a public course and is delivered on the dates and times listed below.
Being a public course, it means anyone can purchase one or multiple tickets, which can be perfect for small numbers of Team Leaders with the added benefit of meeting, learning and sharing with other Team Leaders in the industry (also a great way to help build their support network).
The times and dates are fixed to enable you to plan ahead around your schedule – If you would like to have more flexibility on the dates, times and content refer to our private options.
Private Courses
Whilst the public courses can be a great way to interact with other team leaders and is perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your leadership team to take them all on the journey together.
Our private courses also enable you to choose the dates, times and duration of the workshops to suit your business.
We can also incorporate specific examples, case studies within your business where applicable.
Course Dates and Times
The May 2024 How to Be a Great Call Centre Team Leader training course is delivered over two separate 3.5-hour online/virtual sessions.
 The exact dates and times for this public course:Â
- Session 1 – Tuesday, 21st of May 2024, 13:30 to 17:00 AEST (Melbourne, Australia)
- Session 2 – Wednesday 22nd of May 2024, 13:30 to 17:00 AEST (Melbourne, Australia)
Dates or times don’t suit? Click here to check for other available sessions (look at the bottom of the page after you’ve clicked the link).
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Pricing and Payment Options
The May 2024 How to be a Great Call Centre Team Leader training course facilitated live by Marc Carriere is just $997 plus GST per employee for 7 hours of facilitated learning delivered over 2 x 3.5-hour modules.
Tickets can be purchased instantly by credit card or you can request an invoice on the checkout page.
The price includes:
- 2 x 3.5-hour live facilitated sessions by Marc Carriere.
- 14 Resources, Tools and Templates you can download and customise to suit your contact centre.
Available DiscountsÂ
- Save 15%  when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
- Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.Â
