8 Key Challenges of a Team Leader:

1. New to the role and/or Leading the Team you were previously a member of
2. Your Team is below target or regularly miss their KPIs
3. Calls are being Escalated too readily
4. You have product and systems knowledge, however are lacking in People Management skills
5. Your people don’t handle conflict well with customers or have poor C-Sat scores
6. CSRs are more concerned about AHT – Average Handling Times – than helping customers
7. They lack structure in their customer conversations
8. 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