Hiring new supervisors for your call center shouldn't be taken lightly. After all, they'll be responsible for making sure that all your customers are treated well and handled properly when they call in, and they will be the first point of contact for your call-center representatives. Here are a few things you can do to ensure optimal performance among your new call-center supervisors as they gain experience within their positions.
Hire from Within
One of the easiest ways to make sure that new supervisors will succeed is to hire from within whenever possible. Employees who have already been a part of your call center's processes will have a strong understanding of what your goals are and will have built a rapport with at least some of the call-center representatives they'll be working with. They'll understand the frustrations of answering phone calls from angry customers and the satisfaction of upselling a new product.
Your current employees will already have a track record that provides you with some insight into the kind of work ethic and performance you can expect from them. This means that you'll be less likely to hire someone for a supervisor position who isn't qualified or prepared to take on the tasks they will be charged with.
Invest in Workplace Training
Scheduling regular workplace training sessions for your supervisors, both new and seasoned, is an excellent way to make sure that everyone stays on the same page and that policies and procedures are properly followed on a consistent basis. Regular workplace training sessions will allow you to seamlessly introduce and engage in new phone-etiquette policies, practice encouragement and constructive criticism techniques, and discuss problem areas that need to be addressed.
It's important to hire an experienced training company to host your training sessions, with you present of course. They'll know how to effectively reach your supervisors and keep them interested in the topics at hand, and you'll know how to tie all of the training techniques your facilitator uses to the specific aspects of your call-center processes.
Host a Support Group
Another effective way to maximize the performance of your supervisors as they learn the ropes and get comfortable with their new positions is to host weekly support-group meetings for any person in a management position who wants to participate. The support group should focus on specific issues each supervisor brings to the table and potential solutions to those issues.
For instance, if a supervisor is having a tough time figuring out how to get an employee to stick to their call scripts, they should be able to reach out to the other supervisors at the meeting for ideas and suggestions. Each person who participates should walk away from the meetings feeling more empowered to make decisions and more confident about handling tough tasks.
These ideas shouldn't be hard to implement and are sure to make a significant, positive impact on the performance of your new supervisors.