How to Develop Effective Call Centre Team Leaders
$1,297 AUD per person
The Develop Effective Call Centre Team Leaders course sets out the training structure, tools and resources Call Centre Managers need to provide Call Centre Team Leaders with a very clear understanding of their role and equip them with the practical skills needed to effectively lead their teams to consistently achieve their team targets and KPIs.
It will also reduce the time it takes your frontline team members to become more productive, so you can finally say goodbye to the stress and frustration of regularly missing your goals and targets!
Ask yourself this:
- Are you stressed because your Call Centre DOESN’T regularly achieve its targets and KPIs?
- Sick and tired of Team Leaders who don’t effectively manage or coach their teams, which unnecessarily harms your brand, increases costs and lowers profitability?
- Do your Call Centre Team Leaders lack the skills needed to lead their teams to hit their goals every month?
- Are you frustrated with promoting team members as Team Leaders only to find they aren’t suited for the role, then having to replace them and losing a really good team member in the process?
If you’ve answered yes to one or any of these questions this course is for you!
As well as the eight hours of live training, this How to Develop Effective Call Centre Team Leaders course also includes access to a self-paced online course and a heap of fantastic resources so you’ll be equipped with the skills and resources to help ensure your Team Leaders are engaged and effective in their role.
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.
8 Core Modules all facilitated live
Designed for busy call centre managers, the eight powerful modules will fast-track your skills, including:
- Preparing Your Framework For Success
- Key Traits, Characteristics and Practices of Amazing Team Leaders
- Effective Time Management
- Coachable Call Structures
- Call Monitoring and Scoring
- Providing Effective Feedback
- Team Leader and Team Member Skills Audits
- Team Leader and Team Member Coaching Plans
Who should do this course?
Designed for people responsible for running contact centres (e.g. Contact Centre Managers), this How to Develop Effective Call Centre Team Leaders will change the performance of your contact centre by creating your own training process that equips Contact Centre Team Leaders with the skills and tools needed to effectively manage and coach their teams.
Delivered over 2 x 4-hour sessions (so a total of two workshops and eight hours of live training), the workshops and easy-to-customise tools, templates and resources show you how to develop your Team Leaders to become amazing leaders who coach, nurture and lead high-engagement teams that regularly hit their targets and KPIs.
In short, this course will provide you with everything you need to ensure your Team Leaders are skilled for success.
It is especially suited to:
- Contact Centre Business Owners and C-suite Executives
- Long term Contact Centre Managers ready for a reset or to gain some additional skills to take their team to the next level.
- New Contact Centre Managers wanting to get their Team Leaders set up effectively to succeed.
- Newly formed contact centre leadership teams
- Low performing leadership teams
8 Hours of Live, Facilitated Learning delivered via 2 x 4-Hour sessions:
We have built this How to Develop Effective Call Centre Team Leaders to enable Call Centre Managers to quickly upskill and minimise time away from your call centre.
Each four-hour workshop includes sufficient time to absorb the skills and resources, and all workshops are delivered live by Australia’s leading Team Leader Coach and Mentor, Marc Carriere.
Session 1
MODULE 1: Preparing Your Framework for Success
Lessons and resources that bring clarity and deep understanding of your purpose and the reasons why you and your Team Leaders and 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 get the right person to begin with, who clearly understands their role and responsibilities.
MODULE 3: Effective Time Management
Lessons and tools that provide the structure and accountability to ensure Team Leaders are spending the time needed each day to effectively manage and leading their teams – especially underperformers!
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 Leader and Team Member Skills Audits to identify those areas Managers and Team Leaders need to focus on to get the most out of their team.
MODULE 8: Coaching Plans
Lessons and templates for developing Team Leader and 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 eight hours of live facilitated training sessions for the modules above, each participant will receive:
18 RESOURCES, TOOLS AND TEMPLATES
Easily customised Resources, Tools and Templates for Contact Centre Managers and Team Leaders to use to lead their teams to regularly achieve (or even exceed) their monthly Targets and KPIs, including The 7 Pillars For Creating Amazing Team Leaders Workbook.
What you’ll learn
By completing the How to Develop Effective Call Centre Team Leaders, you will learn a practical, proven and easy-to-implement Team Leader Training Process (developed in the trenches – Not Theory or PowerPoint ‘Fluff’) with 18 easy-to-use and customise Resources and Tools to create truly amazing Team Leaders with:
- a very clear understanding of their role,
- the practical skills needed to lead their teams to consistently achieve their Targets and KPIs, and
- the ability reduce the time it takes team members to become more productive to lower costs and increase profitability.
So you can finally say Goodbye to the stress and frustration of missing your goals and targets and concentrate on other critical areas of the business!
Built for Online
While this How to Develop Effective Call Centre Team Leaders had traditionally been delivered on-site/in-person, since COVID, we adapted this course to be delivered online via ZOOM, and it’s still the preferred option for most customers.
Delivered over two sessions, each four hours in duration (total of eight hours), there is time to attend to normal call centre manager duties while developing your call centre team leader superstars!
However, if you’d rather have the course delivered in person on your premises or would like more flexibility with the dates and times, please refer to our private training options >
About Your Coach and Mentor, Marc Carriere
Starting in his early 20s as a direct salesperson Marc began specialising in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognized 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 who 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.
Hear what others have said about working with Marc
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.
Finally hitting our numbers!
Now that our Team Leaders have the skills to lead their teams more effectively, we are hitting our numbers and going from strength to strength.
Results are what counts!
Marc’s training is a mix of “foundation” and cutting edge modules allowing any company’s training to be the very best in its field. It’s easy to understand and has a proven track record with actual results. Results are what counts, nothing else.
Private and Public Options
The How to Develop Effective Call Centre Team Leaders is available publicly (with others) or privately (just for your business) with the differences outlined below.
Public Courses
The How to Develop Effective Call Centre Team Leaders is delivered as two sessions (2 x 4-hour sessions so a total of 8 hours of live training) via ZOOM and is open to the general public.
This is perfect for small numbers of managers attending with the added benefit of meeting and learning from other managers in the industry (also a great way to help build your network).
The times and dates are fixed to enable you to plan ahead around your schedule.
View upcoming public courses at the bottom of this page!
Private Courses
Whilst the public courses can be a great way to interact with other managers 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 and times of the workshops to suit your business.
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.
Our Recent Customers Include:
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 How to Develop Effective Call Centre Team Leaders facilitated live by Marc Carriere is just $1,297 ex GST for eight hours of facilitated learning delivered over 2 x 4-hour modules.
The price includes:
- 2 x 4-hour live facilitated sessions by Marc Carriere.
- 18 Resources, Tools and Templates you can download.
Available Discounts
- Save 15% if you purchase two or more tickets in the same transaction.
Tickets can be purchased using a credit card or invoice – select your preference on the checkout page.
Purchase tickets to the public How to Develop Effective Call Centre Team Leaders:
Just click on the available courses below to purchase a ticket or view Marc’s other course, How to be a Great Call Centre Team Leader >
In 2024, this course will only be available for private bookings (minimum two people).
Please contact us for available dates and times!