Can you imagine training a telemarketing campaign without answering any calls? That would be crazy, right? This is certainly a popular example and I use it for a reason, but it applies to many other aspects as well. There are a lot of moving parts in an outsourced call center. Control freak managers tend not to last very long because they can’t juggle everything and burn out. To be an effective manager in this industry, you must first hire the right people you can trust and rely on.
You have to train them effectively, point them in the right direction and trust austria phone number library them to do their job. It's an oversimplified, down and dirty version, but that's the philosophy. But this is only for maintenance, adjustments, and guidance over time. It doesn’t matter if it’s a team of other managers, a team of call center agents, or a team of IT managers. Hire the right people, train them right, point them in the right direction, and trust them. Then, don't forget the last part.
Have a process to check your expectations. Communicate, communicate, communicate, there is a thing called over-communication. However, I would rather someone overcommunicate and I coach them on how to communicate less so they are more effective than the other way around. Mainly because it's very difficult to get someone to communicate more when they don't. Now, this is another example of habits being important in any industry, but this one is centered around communication! It would be embarrassing if we didn't do this well.
Telemarketing Team Leader
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