Call Centre Academy (CCA), a division of MB Worksoft, has launched one of the first courses specifically for call centre supervisors in South Africa. On completion, the Supervisor`s Certificate of Competence (SCOC) is awarded to successful agents.
Candy Kotze-Hayes, MD of CCA, says, "Supervisors have an important role in developing call centre agents and maintaining industry standards. This course provides a thorough grounding, equipping the supervisor to coach the call centre`s team of agents. It is the next step in a call centre career for the agent who wants to develop leadership skills."
The entry requirements for the SCOC are experience as a call centre agent, fluency in English and computer literacy. "This calls for a level-headed, service-centred, mature personality who handles pressure well. They must have walked the talk as they need the shared experience of working in the call centre," explains Kotze-Hayes.
Kotze-Hayes adds that the trend for supervisors to concentrate on problem calls is changing. "At CCA we believe that 50% to 60% of the supervisor`s role is to maintain agent performance, 20% is spent on administration and the rest is for problem calls. An appropriately trained supervisor can raise agent productivity significantly."
Two lecture options are offered. The first, with classes for two mornings or afternoons a week over 13 weeks, costs R5500. The second, with classes every day of the week, in the morning or afternoon for 26 days, costs R5000. This flexibility recognises that some students need to earn a living while studying.
Theory covers the role of the call centre, global trends, the impact of technology including the Web-enabled call centre, e-mail and technology convergence. Profiling, measurement and evaluation, coaching and maintaining standards are core to the course.
Profiling includes defining competencies, required outcomes and behavioural aspects of managing and motivating. Basic statistics, call patterns, peaks and troughs, abandonment rates, speaking time, wrap-up time, call time and call-waiting time are covered. Communication and information flows between, customer, agent, supervisor and other departments are emphasised.
The course has been written and quality assured to comply with proposed NQF standards and submitted for accreditation. Lecturers are experienced in customer relationship management (CRM) and teach small classes so students get the necessary personalised attention.
Visiting lecturers, including call centre managers, provide insight as to what is expected of the supervisor. Students network with other agents, exchanging experiences and gaining a broader view of the industry.
Practical experience is gained in the CCA Incubation Room coaching trainee agents taking live calls. "We are also creating potential industry leaders," says Kotze-Hayes. "Supervisors set the example and must become service heroes. The supervisor defends the customer and looks after staff, as a mentor and leader. This certification prepares the supervisor to develop a company`s CRM role while developing a team of confident and productive agents."
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