Keep doing what you’re doing… but BETTER
Team Leaders are the translators or middle men, if you like, between management and agents. Their viewpoint is advantageous for spotting quality improvement areas that are feasible. There are 5 reasons why team leaders can make great improvements in the quality of your service.
Team Leaders are connected to both ends of Personnel
Knowing both the agents and managers in person has distinct advantages; on the agent side a team leader will know what the agents are willing to do extra, what is important to them and their motivations. On the manager side a team leader will know what they want to achieve and how they want to achieve it but also they will know how each manager will be persuaded. For specific quality improvement initiatives a team leader will understand the extent they can bargain for on both sides meaning that their proposals are more likely to be implemented and accepted.
Team Leaders Understand How to Communicate Company Vision
When it comes to company vision it's commonplace for discrepancies to occur. Difficulties occurring for agents include; unawareness, lack of understanding, confusion or an inability to translate vision into tasks. Managers on the other hand are familiar with company vision but don’t always nail the communication of vision to employees. Employees won’t automatically translate lofty mission statements into how they carry out their tasks hence the popularity of a balance scorecard (Kaplan & Norton, 1996). When vision is not implemented or “what we say” is different to “what we do” tension can arise. The team leader in either situation can become the voice of reason and assist managers in translating vision and assist agents in understanding and implementing vision.
Team Leaders See Frustrations from All Angles
Frustration on the frontline in a call centre can agitate agents, listening to their frustrations trying to alleviate these cruxes is vital. Agents will know the common customer complaints and misunderstandings and dissatisfied customers venting at agents blaming them for product defects can make an agent’s day difficult. Management are frustrated with unhappy customers and the potential damage they can cause. Another concern is negative metrics and the impact they will cause externally. A team leader’s role should be bringing the frustrations of one party to the attention of the other and working with them to come up with solutions that can be put in practice.
Team Leaders Can Pick out the Best Opportunities
Agents may know exactly what customers need and want and are likely to know what would make their job easier. Management can see potential opportunities for new market entry and emerging trends. All are worthy opportunities to be considered and again team leaders can build a bridge between the two to help them understand how they can realize their prospects.
Team Leaders Excel in Critical Assessment
From all of the above it is clear that a team leader has great insight into both their managers and subordinates; understanding their motivations, frustrations and company views. This will give the ability to quickly assess a quality improvement method’s merits and fail points and how it may be interpreted by managers and agents.
In summary team leaders have access to both agents and managers which can allow them to make decisions on quality improvements that will work for both parties.
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