Team leaders play crucial part in any contact center. It is up to them to keep their teams balanced, satisfied and well performing. When an agent’s performance drops below standards it is probably because of something happening in their life that influences their results. However, if the whole teams’ indicators start heading the wrong direction it may well be that there is something wrong with their manager.
These are rock solid signs that it is the team leader who should become a subject of investigation, training and coaching:
1) Team leader is Mr. Invisible. It is this type of a self-named leader that in fact feels great amount of discomfort when talking to people in public. He rather hides in his office with headphones on, digging in a large pile of data. Mr. Invisible can without a doubt be a great analyst, yet being a leader requires necessary courage to confront people anywhere, under any circumstances, especially in public.
2) The teams’ performance suddenly drops just after a new team leader had been assigned. Act quickly. Nothing can decrease job satisfaction and increase agent attrition more than a wrong person in the leading position.
3) Agents start asking if there is a chance of assigning them to a different team. Walking down the corridor you can’t miss this information. It is hanging there in the air and it is only a matter of time before agents start migrating.
4) Team leader, being asked about his team, starts talking about performance results rather than of team spirit and satisfaction. Try it yourselves – ask the team leader how their team did last week. The last thing you really want to know is how many loans they sold. What should really matter is in what condition is the team spirit and how were people doing.
5) No hunger for education. Not many people are managers by nature. And there are thousands of discussions all around the internet, whether being a manager is something one can gradually become. I truly believe that leaders do not arise from bookworms. However, the right amount of determination to learn some more soft skills is absolutely necessary.
6) Workaholics burn out fast, leaving a strange smell. Everybody knows them because they are all over the place. Having hard working power horses in a team might look like a big win, yet no horse can rush forever. The aura of omnipresence and decadent lust to do just everything today will demotivate your team in no time. Beware of workaholics.
7) Absence of humor is a serious condition. Not only in contact centers but also everywhere else. Medical studies reveal that having a strong sense of humor influences a person’s life span and quite frankly – would you enjoy working with someone who takes the life way too seriously?
AgentBalance can help by revealing hidden motivation of agents to leave the job. It also monitors the level of fulfillment and amount of energy invested into self-discipline. Whatever is happening within the team, AgentBalance offers clear indicators of the situation.
– Václav Martin, CEO AgentBalance