Team Leader & Supervisor

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Calcom provides a total learning framework for team leaders & supervisors to grow and become dynamic leaders. We support them in seeing their working world anew, whilst equipping them with the skills and operational expertise to achieve outstanding performance through their people.

 

The Calcom Advanced Certificate in Contact Centre Team Leadership™

Next generation Contact Centres are all about experience- no longer command and control or simply adding value. They are about creating a compelling, engaging and empowering environment for people that enables the delivery of a powerful customer experience. The Calcom Advanced Certificate in Contact Centre Leadership provides Team leaders with high impact learning, development and support, addressing the very real challenges of the Team Leader role.

  • Gain recruitment, competitive and customer advantageü Real-time performance across an increasingly multi-channel, multi-media environment
  • Inspiring the engagement, performance and loyalty of a diverse talent base
  • Lead behaviours that drive a highly efficient, effective and healthy organisational culture

The Calcom Advanced Certificate in Contact Centre leadership not only builds individual management capability – it also builds powerful operational management teams, ensuring that Team Leaders work collaboratively across the whole Contact Centre operation.

Find out more today ...

Download brochure
Team Leader Development (PDF)

Call Kellie on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Workforce Management Fundamentals

This workshop provides all the foundation knowledge required to manage Call & Contact Centre information, resources, budgets and finance. The Real Time Management Toolkit effectively supports Team Leaders, enabling them to successfully deliver against targets. The utilisation of best practise in technology and system developments also enables Team Leaders to deliver an excellent customer experience.

  • Explore best practise technology and system developments
  • Discover the principles of capacity planning, forecasting and resourcing
  • Make informed, performance- driven decisions
  • Understand the impact of forecasting, planning and logistics
  • Proactively control and drive the achievement of key performance indicators

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Performance Management Fundamentals

The Performance Management process provides an opportunity for the employee and manager to discuss development objectives and jointly create a plan for achieving those goals. Without question the role of the Contact Centre Manager and Team Leader is becoming increasingly more demanding and this course will ensure a unique balance between the system and culture of performance management.

  • Greater impact in Performance Management
  • The financial dynamics of Performance Management
  • Translating data in to powerful performance information
  • A clear understanding of the system vs. the culture of performance management

This programme will focus delegates on the skills to improve the performance of both teams and individuals through Calcom’s Pimms Model specifically developed for the Contact Centre environment.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Service Optimisation Fundamentals

Service drivers takes the management team through a two-day workshop focusing on how to better manage the customer experience, opening your eyes to what the service industry has to offer and really take responsibility for driving service

  • Develop awareness and motivation to take responsibility for service across all areas having an impact on the customer experience
  • Step up and develop a proactive positive approach to customer service at all levels
  • Improve the Who and the How of influencing in order to have impact on the way we deliver service

Take responsibility and together drive service.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Talent Management Fundamentals

Reinforce the link between leadership, People Satisfaction and Performance whilst broadening a range of creative interventions for developing people

  • Explore current gaps in developing talent and engage hearts and minds in developing solutions
  • Analyse people and understand how to define talents and developments
  • Identify actions for personal development and continuous improvement
  • Explore behavioural flexibility and how to develop it
  • Develop skills in managing dynamic and challenging people with broad talents and behavioural make-up
  • Learn how to generate a feeling of value from your workforce

Learn and develop the best way to transform these talents into performance

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Team Leadership™

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Effective Meetings

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Recruiting Teams

Getting the right people and keeping them is crucial to delivering great service and gaining a sustainable competitive edge. This programme takes delegates through the whole recruitment process and breaks through the norms around recruitment to ensure that people are recruited to fit the service mould.

  • Learn how to build an end to end people strategy and define robust recruitment processes
  • Understand the link between people and bottom line results
  • Develop skills in recruiting, developing and retaining talented people
  • Learn how to assess talent and recruit for attributes and behaviours
  • Break the mould in recruitment methods and learn creative and exciting ways to get the right people

To deliver sustainable competitive edge, no element can operate in isolation from the core strategy that delivers business objectives – the people strategy.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Interviewing for Success

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Appraisals & Grievance

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Escalated Complaints

This two-day workshop focuses on complaints of high complexity. Gain the knowledge that the role is more than resolving the complaint, it's about building the customer relationship further and a chance to learn from mistakes made, enhancing service further

  • Develop an aftercare approach which focuses on the risk element of complaint handling
  • Realise that this is the last chance to keep the customer, developing effective complaint handling skills for the initial complaint
  • To set up and develop a proactive, positive approach to dealing with complaints and changing as a result
  • To capture learning and act upon it to influence the business to change

It's time to develop a proactive approach to move things forward and take responsibility for making a difference.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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WOW Presentation Skills

Equip Managers with the skills and confidence to make a memorable impact in formal and informal business situations.

  • Build core presentation skills
  • Preparing for the presentation
  • Setting the objective and Structuring the presentation
  • Body Language and Using adrenaline

Demonstrate the key steps in preparing for a presentation Plan and deliver an effective presentation

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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CoachWORKS!™

Today’s customer management organizations understand that, to really power your people and unlock people potential, coaching is the key tool. Increasing productivity, performance and conversion results are all directly related to harnessing your people. Coaching is the only real solution – it’s incredibly motivational and it also delivers bottom line, tangible results.CoachWORKS!™ from Calcom achieves high impact development for your team leaders and delivers:

  • A dynamic coaching culture
  • Highly skilled coaching ability
  • Consistency, every time
  • New ways of working

Discover coaching secrets in

CoachWORKS!™ Performance
CoachWORKS!™ Service
CoachWORKS!™ People
CoachWORKS!™ Customer Experience

CoachWORKS!™ enables team leaders to become highly effective coaches and managers to maximize team leader capability.

CoachWORKS!™ removes the ‘no time, no culture, no inclination’ syndrome.

CoachWORKS!™ gives team managers the tools to be highly empowered coaches and better managers.

Would you like to find out more?

Donwload brochure
Coachworks!™ (PDF)

Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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"I am delighted that the CCA has accredited these qualifications from Calcom. We firmly believe that raising standards and building a profession is vital in developing today's customer contact management teams."

Anne-Marie Forsyth

Chief Executive Officer

Customer Contact Association

Different ways to run a course