Team Leader Training
8 Key Challenges of a Team Leader:
- New to the role and/or Leading the Team you were previously a member of
- Your Team is below target or regularly miss their KPIs
- Calls are being Escalated too readily
- You have product and systems knowledge, however are lacking in People Management skills
- Your people don’t handle conflict well with customers or have poor C-Sat scores
- CSRs are more concerned about AHT – Average Handling Times – than helping customers
- They lack structure in their customer conversations
- Sales and Customer Service is suffering
For over 16 years KONA’s Team Leader Coaches have been Customising Training and Coaching for Team Leaders to be able to
- Motivate and improve the skill sets of their people
- Implement a retention plan to retain their best performers
- Know how to conduct one-on-one coaching with CSRs to develop their ‘conversational’ (soft) skills
- Have a consistent unified approach to performance management
- Overcome their egos when they do not believe they need any improvement
- Ultimately, achieve KPIs consistently
KONA Group’s Customised Training and Coaching will Help Your Team Leaders to:
- Increase customer satisfaction
- Increase customer retention
- Increase first call resolution
- Reduce escalation
- Increase KPIs achieved
- Reduce staff turnover
- Reduce Average Handling Times
Suite 1 | 11 Phillips Street.
Neutral Bay NSW.
Suite 1 | 2 Gipsy Hill,
London, SE19 1NL.
Suite 1 | 432 Smith Street,
We cover all States Australia wide including Sydney, Melbourne, Brisbane, Perth, Adelaide and Hobart.
Contact Us Now or Call 1300 833 574