The B.E.S.T. Leadership Development Program for Contact Centres

The dynamic growth of the Call and Contact Centre industry in Australia has generated a demand for capable leadership in a unique environment. The particular pressures, systems and personnel issues are emphasising a need for leaders to be trained not only in excellent management and leadership processes, but in specific skills and strategies for this demanding role.

The B.E.S.T. Leadership Development Program for Contact Centres was devised especially for managers and team leaders in this industry to improve the performance of their team, as well as to grow themselves in competence and confidence in changing and challenging times.

• Program contents include:
• Qualities of successful leadership
• Team generated solutions
• The task/people balance in leadership
• Key Success Areas for Team Leaders
• Strategic communication skills
• Effective conflict resolution
• Negotiation skills and strategies
• Managing diversity
• A formula for successful delegation
• How to give constructive guidance and correction
• Coaching, counselling and mentoring
• A checklist for poor performance
• Goal setting for good time management

This program is often included as part of a Customer Service, Teleselling or Negotiation Skills program, to ensure team leader competence and confidence in coaching those professional areas.

The Program is regarded as an essential part of professional development for Call Centre Leaders and Managers who are constantly seeking continuous improvement for themselves and their people.

PROGRAM DESIGN and TRAINING METHODOLOGY

The program is conducted over two full days.

Workshops can be conducted for up to 20 participants, who will be divided into smaller clusters for team activities. The minimum effective group size is 8-10, as much learning takes place from participant participation.

Equipment used is kept to a minimum, to allow real-time discussion and involvement; flip charts and workbooks are our preferred media.

The agenda is dynamic, and occasionally challenging and provocative. Personal empowerment is a key feature. The entire program is lively, interactive and enjoyable, providing valuable discovery-learning processes in a friendly environment.

ACTION STEPS

To organise your own customised version of The B.E.S.T. Leadership Development Program for Contact Centres please contact our Head Office.