◦Manage by walking around. Be visible to answer questions.
◦Take calls that your agents can't handle and be available when an agent appears to need assistance.
◦Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
◦Motivate and encourage agents through positive communication and feedback
Being available to affect the entirety of the team's operations differentiates a supervisor from senior management. To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor." Senior management has a role that involves less floor time.
When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents. The supervisor should spend the entire call center shift on the floor.(Conceptually, most managers understand this. On a practical basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!)
◦Meet at least once each week with your team. At a minimum, review the following topics:
■Review the past week's events, including statistics, results and industry news.
■Disseminate new product information to the agents.
■Discuss a sales theme or point-of-interest topic for the agents.
■Introduce new staff members.
■Present commendations and awards.
■Communicate company information.
■Answer questions and comments.
■Provide agents with a glimpse of future weeks.