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Team
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1. Invite team members to
devise team mascot, name, colours, etc and thus give
them a feeling of belonging and ownership of the
decision-making process |
2. Encourage team members to
praise others within team forums so that you create a
“success circle” within your operation |
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3. Hold regular theme days (Diwali,
Christmas days etc) |
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4. Involve team members in
conducting contact centre tours for other parts of the
business and for external visitors |
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5. Define team values and
display them on your operation |
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6. Encourage your teams to be
self-managing (monitoring, reporting, targets, rostering
etc) |
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7. Listen to ideas, thoughts
and opinions put forward by your team members. If you act
on any, make sure that credit is given publicly and any
success is celebrated in team meetings |
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8. Reinforce team values
through all coaching and training |
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9. Position feedback as
supporting individual and team success |
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10. Delegate tasks and
activities to other team members |
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11. Provide new and struggling
team members with their own “best friend”: an experienced
buddy to support their development and performance |
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12. Encourage all team members
to become cultural “gatekeepers”, assuming responsibility
for “living” team values |
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13. Check to ensure your team
members clearly understand your expectations |
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14. Encourage team members to
act as internal consultants |
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15. Encourage team members to
self -appraise their own performance |
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16. Provide regular team
meetings with rotating chair and encourage input into the
agenda |
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17. Encourage team members to
share special interests (hobbies, sports etc.) |
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18. Encourage, facilitate and
attend regular team activities (social evenings, etc.) |
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19. Establish work teams
(provides friendly, healthy competition) |
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20. Adopt a team approach to
encourage creative problem-solving |
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21. Involve team members in
decisions that will affect them |
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22. Include regular personal
“check-ins” during team meetings |
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23. Provide weekly or monthly
team awards which reward individual performance as well as
conduct, upholding values and teamwork Administration |
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24. Ensure contact centre
procedures and processes are accurately documented, so
that your staff knows exactly what you expect of them |
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25. Launch a job rotation
programme |
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26. Implement a communications
strategy for effective communication upwards and downwards
through the contact centre |
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27. Manage by walking around
(don't manage remotely) |
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28. Provide new staff with a
list of facilities and amenities in the immediate area
(e.g. doctors, shops, banks, food stores etc) |
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29. Provide hourly target
updates (bulls-eye and arrow) |
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30. Don't over-supervise
Training |
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31. Provide regular, visible
personal performance coaching with positive, targeted
feedback and tactile support |
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32. Have a motivational
“thought for the day” displayed on your operation |
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33. Get to know your people
and what motivates them |
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34. Encourage personal goal
setting in line with business goals |
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35. Reward consistent
performers as well as “one-offs” and “big wins” |
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36. Encourage self-monitoring |
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37. Lead by example |
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38. Conduct regular “climate”
surveys on your operation |
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39. Develop an internal
improvement scheme to encourage initiative and creativity
and to foster ownership |
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40. Provide a vision and paint
“The Big Picture” |
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41. Set high standards and
always expect the best from your people |
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42. Utilise games as a means
of energising and developing your teams |
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43. Conduct target-based
competitions |
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44. Provide opportunities for
autonomy and self-direction |
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45. Undertake career
development planning for high-performing individuals |
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46. Make performance
incentives fun |
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47. Don't let your
motivational programme become boring: rotate the incentive
elements regularly Communication |
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48. Communicate the purpose or
“strategic intent” behind the contact centre and the
operation on which your staff work, to allow them to align
their goals with the organisation's goals |
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49. Involve team members in
conducting contact centre tours for other parts of the
business and for external visitors |
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50. Provide regular feedback
and encourage feedback from your team members General |
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51. Admit your mistakes |
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52. Communicate your
expectations, making them clear, quantifiable and time
framed |
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53. Give regular updates on
how the operation is contributing to the overall business |
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54. Establish an operational
“Hall of Fame” |
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55. Lead from the front (don't
expect others to do something you wouldn't do yourself) |
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56. Honour your commitments |
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57. Develop an awareness of
your preferred management style, and have the flexibility
to adopt others when appropriate |
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58. Hold cultural days
(national dress, food, music etc), especially if you have
a diverse, multi-national workforce |
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59. Encourage sponsorship and
involvement in external causes and projects |
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60. Keep your promises |
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