Call Center Supervisor Training: Drive Agent Performance


We know that in contact centers and other operational departments, TIME IS MONEY. Thus, we adopted a quantitative research approach, focused on collecting and analyzing a significant volume of data within a rapid timeframe. Our approach eliminated the risk of information overload and enabled quick identification of critical data, allowing us to deliver this additional support to clients in record time.

Who Participated

All frontline leaders (Supervisors, Team Leaders, Managers, etc) and their direct managers across target departments

Individual scorecards for the frontline leaders provided the best analytical outcomes

Performance Data

Via email, participants were invited to provide additional input

Online Collection

We collected 94 data points to gather 3 dimensions: 1) personality styles, 2) technical skills assessment, and 3) self-skills evaluation

Evaluation Criteria

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