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Great team leaders deliver outstanding customer experience

15th October 2012

Becoming a strong leader will benefit your team and improve customer experience. So how do you become a great team leader?

Chris Chance, Head of Customer Excellence

 

 

In general, a call centre leader may struggle with a ‘them and us’ culture, but a strong Team Leader or Customer Excellence Leader should be able to display the highest levels of personal performance and encourage their teams in equal measure.  Ideally, they should be able to take the anxiety out of change and display a sense of leadership and trust as a foundation for others to emulate, and in so doing, improve their own performance.

“Few other work situations have the intense, relentless demands that the call centre environment demands, from customers and clients alike.”

At Webhelp UK, it is the job of the Team Leader to be able to confidently influence the attitude of those around them, to be able to successfully manage concern, stress or uncertainty.  Few other work situations have the intense, relentless demands that the call centre environment demands, from customers and clients alike.  It is essential to have the skills to reassure people with a sense of confidence whilst conveying a sense of caring.

A good Team Leader should be:

• An effective listener

• Someone who treats everyone fairly

• A person who provides clear direction

• A decision maker

• Someone who takes a genuine interest in others

These are the basic characteristics a good Team Leader should be able to demonstrate on a day-to-day basis, yet all of these skills can be acquired.  It is possible to develop a team leadership style based on our core values of integrity, respect, innovation and simplicity.

At Webhelp UK, we offer a clearly defined, fully supported route of progression from advisor level to a Deputy Team Leader then to a Team Leader, moving on to a Deputy Operations Manager to Operations Manager to Senior Operations Manager.

Examples of Webhelp UK staff displaying qualities of a good leader:

Darren Johnston CEL Falkirk:

“I went through Fresher’s training 2 years ago.  The training was really well delivered and helped me gain a better understanding of what was expected of me encouraging me to delve more deeply into the business world.  I still use the methods I learned during the course.  

My transition from Deputy Team Leader to Team Leader wasn’t as smooth as I hoped because I struggled slightly with the interview processes.  However, I received amazing support from both Gareth Greene (Customer Experience Manager Falkirk) and Gordon McDowall (Site Lead Falkirk) on how to present myself during my interviews.  

I am absolutely certain that if I hadn’t had this support, I wouldn’t be in the role I am now.  I have successfully progressed through all my training and am now a full Customer Experience Leader.

I have learned so much from Fresher’s, and my continued learning and support during my DTL career has readied me for everything involved in the CEL Role.  I think the DTL opportunity is a unique and fantastic way to start a career off as it helps build confidence in even the most nervous agents who want to advance.”

Peter Bell CEL Falkirk:

“The Fresher’s training was my starting point to Deputy Team Leader.  It offered me the opportunity to receive support with my coaching techniques and gave me a better understanding of the processes Customer Experience Leaders follow on a day-to-day basis.  

The support and advice I have received throughout this whole learning process, and my determination to succeed, has undoubtedly helped me to achieve my goal in becoming a Customer Experience Leader.”

A well led team leads to great customer experience

Good team leadership works at personal, team and organisational levels.  By living these core values, a team is more likely to deliver sustainable, high performance with excellent customer service results. It will influence everything from employee engagement to productivity and unquestionably, it will have a positive effect on customer experience.


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