Call Center Supervision Fundamentals
2-day, on-site training seminar - $2,500 per day
Dates, Locations and Registration


This call center training course is specifically designed for supervisors and lead agent.

Students will learn about the fundamentals of call center operations, including an overview of the industry, performance measurement and management, workforce planning, effective interviewing and hiring, and call center technology. The class will also provide a proven step-by-step approach to coaching for improved performance, including how to measure and record performance, conduct a performance "gap analysis", diagnose problems and develop an improvement plan, and apply the steps of positive discipline when performance does not improve.

Class time will also be used to develop motivational programs to encourage ongoing performance excellence and employee retention.


Module 1 - Call Center Industry and the Profession

This session provides an overview of the call center industry with a look at the demographics as well as they types and functions of call centers. Additional topics include the roles and responsibilities in a call center and the benefits of the call center profession.

  • Examine the demographics associated with today's call center industry.
  • Define the various types and functions of call centers.
  • Outline the various roles the call center may play in the organization.
  • Define the typical roles in a call center and the responsibilities of each.
  • Describe the call center profession and its benefits.

Module 2 - Introduction to Workforce Management

In this session, you'll learn the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls and scheduling call center staff. The critical tradeoffs between staffing, service, and cost and how each of these tradeoffs affects the final staff count will be presented. Supervisors will also learn the impact that each and every person can make in terms of achieving service goals for the day.

Attendees will:

  • Define workforce management and its implications on cost and service
  • Hear about why call center staffing is such a unique kind of problem
  • Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules
  • Identify the impact that every single individual has on meeting service goals and balancing workload
  • Hear tips on how to explain the workforce management process to agents for improving schedule adherence
  • Learn about the functions and capabilities of automated workforce management systems and how they're used

Module 3 - Call Center Math

This session provides a useful set of formulas and calculations for understanding call center math. Attendees will learn about the most common measures of performance and how to calculate and analyze them. The session will present the most important calculations associated with determining staffing numbers and evaluating cost and service tradeoffs. Attendees will also see various methods for analyzing the numbers and presenting them to senior management.

Seminar attendees will:

  • Learn about the most critical measures of call center and agent performance and how to calculate them
  • Review the statistical implications of "average" versus "below/above average"
  • See the formulas and rationale behind the most common staffing models
  • Learn about the most common math mistakes made in call centers today
  • Practice analyzing the numbers using some common call center reports
  • Identify three different ways to "paint a picture" in presenting call center statistics to management

Module 4 - Call Center Technology 101

This session will provide an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency of the center. Three categories of technologies will be presented:. First, the various call routing and delivery mechanisms for getting the call to the agent desktop will be presented. The second part of the workshop will focus on related call center technologies that benefit the organization as the center grows in size and complexity to manage performance. Finally, the third category of technology presented will be the wide array of CRM technologies to support the customer experience. The session will also include tips on procuring and implementing these technologies in the call center.

Seminar attendees will:

  • Learn about the three basic functions of technology: call delivery, performance management, and customer interaction
  • Hear which alternatives are available for routing calls and contacts to the agent's desktop
  • Identify what technologies are available to help manage the performance of the center and the staff
  • Learn about the latest in front-office and back-office CRM technologies
  • Identify what technologies are critical in a web-enabled contact center
  • Discuss some inexpensive technologies that could benefit your call center immediately

Module 5 - Call Center Human Resources 101

This topic presents the essential facts that today's call center manager or supervisor must know about general human resource issues such as development and administration of compensation plans, diversity awareness and training, legal requirements in hiring and supervision, privacy issues, conflict resolution, and more.

Seminar attendees will:

  • Learn basic guidelines about compensation planning and administration and where to find benchmarking data
  • Hear tips on conducting legally sound interviews and hiring
  • Identify fair treatment principles and how they are applied in the call center workplace
  • Learn about diversity awareness and its role in the workplace
  • Identify privacy concerns unique to the call center environment and the components of a privacy policy
  • Learn how to conduct legally sound performance reviews

Module 6 - Making the Match

This session presents proven strategies for creating an effective recruiting pool and describes techniques to "skim the cream" to select the individuals that will be both effective on the job as well as happy on the phones for long-term retention. This session will also provide an overview of the latest screening and assessment tools available to help supervisors make an effective match in staffing.

Seminar attendees will:

  • Hear creative ways to attract a large, qualified base of recruits
  • Learn how to effectively weed out misfits immediately
  • See examples of the newest screening and assessment tools on the market
  • Hear how to design an effective set of interview questions
  • Identify the hidden factors that lead to initial staff turnover
  • Learn how to paint a realistic picture of the call center environment and daily work

Module 7 - Setting the Standards

This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive/negative behaviors are being inspected and recognized appropriately.

Seminar attendees will:

  • Learn about a call center performance management model and why it's needed
  • Identify the steps in setting up a performance model and using it to diagnose performance issues
  • Learn how to set individual performance objectives in line with enterprise and call center goals
  • Hear about the SMART guidelines for defining performance goals and objectives
  • Practice defining competencies and specific expectations for a specified agent role
  • Learn how to identify poorly defined performance objectives and how to fix them

Module 8 - Managing Employee Performance: Don't Know, Can't, or Won't

There are many different reasons employees don't perform, and lack of training is a common (and expensive!) misdiagnosis. In this session, you'll learn the six basic reasons call center employees don't perform and symptoms of each one. You'll be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation. Anyone that supervises employees can benefit from this session!

Seminar attendees will:

  • Learn how to identify performance gaps - what you have versus what you want  
  • Identify the six reasons why call center employees don't perform
  • Practice diagnosing performance problems and identifying proper courses of treatment
  • Hear about why training isn't necessarily a solution
  • Practice identifying performance gaps and diagnosing performance problems with case study problems
  • Identify the steps in setting up and conducting a performance review

Module 9 - Managing Employee Retention and Turnover: Finders/Keepers

This session takes a look at the turnover problem running rampant in today's centers. We will discuss the main reasons employees leave (as well as the reasons they list of why they stay) and which of these are actually under management's control. Through a case study exercise, see how to calculate the true cost of turnover is in a typical contact center and receive a free spreadsheet for calculating the costs of turnover in your own center. Finally, proven ideas and tips for how to improve motivation and morale to further employee retention will be presented.

Seminar attendees will:

  • Hear the latest statistics on employee turnover in contact centers
  • Learn about all the different ways that turnover damages your operations
  • Identify the main reasons employees leave and why they stay
  • Learn how to calculate the true costs of turnover in your own center and receive free software to do the calculations
  • Hear about where the primary responsibility should reside in improving employee retention
  • Identify elements of an effective retention program and hear tips on keeping staff motivated to stay

Module 10 - Coaching and Counseling

In this session you'll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You'll also learn about techniques to use in counseling and formal review sessions. One of the techniques to be discussed is the FOSA approach that involves presenting Facts, comparing to Objectives, offering Solutions, and defining Actions or consequences. Perfect for call center supervisors, this session outlines the step-by-step approach of using the FOSA method to coach problem employees as well as reward good performers. The session also provides several useful tools to use in planning and conducting a coaching or counseling session.

Seminar attendees will:

  • Identify the differences between monitoring/coaching and coaching/counseling and when to use each
  • Hear about effective methods to use in side-by-side coaching
  • Learn tips on presenting both positive and negative feedback
  • Outline the steps of applying the FOSA feedback method and when this method is appropriate
  • Receive a coaching session planning guide
  • Identify the steps of a positive discipline plan

Module 11 - Motivation Marvels

With staff turnover running rampant in most call centers, it's more important than ever to keep your staff motivated to stay on the job and perform well. This session introduces several different motivational theories and presents dozens of ideas and case studies about what's working well in other call centers to keep the staff motivated and happy. You'll hear about some creative contests and games you can use, as well as pick up some ideas on how to reward individuals and teams for meeting performance goals.

Seminar attendees will:

  • Hear about several different schools of thought on behavioral and motivational theories
  • Identify supervisory strategies for providing guidance and support
  • Outline the principles of an effective reward and recognition system
  • Identify the important factors in implementing a new motivational program or contest
  • Hear about the implications of individual versus team rewards
  • Hear dozens of new ideas you can implement in your own center for improved performance and retention

Registration Fees
This training course is delivered on-site only. You can schedule the class at your convenience and we can tailor our delivery to meet your specific needs. The cost of an on-site delivery is $2,500 per day. Cost of training materials and instructor travel expenses are calculated separately.

To register, please call (708) 246-0320

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Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.


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Last modified October 08, 2008