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  1. #1

    Smile Coaching/Management Styles

    Greetings everyone, Im currently a TL in one of the call centers in makati. I thought of creating this thread for everyone in the same position who can share their best practices in handling a team. Areas like increasing sales, team building, effective coaching, dealing w/ "uncooperative" team members etc. Though we are from different call centers I still believe that being on the same industry we can help each other out with productivity.

    Call center agents are welcome to post their suggestions/comments too in order for us, teamleaders, to improve our job.

    Regards...

  2. #2
    How would you like your TL to be? Your ideal TL?

  3. #3
    My Ideal TL:
    + Someone whom I can trust in helping me improve my performance
    + Someone who can drive my motivations to work
    + Someone with a strong personality
    + whom I can play jokes outside the office
    + just like my former TL in CVG

  4. #4
    cruiznbud

    you may try to read work-related blogs. go to www.qaqna.com, this is a good blog especially for q.a. team. hope this help.

  5. #5

  6. #6
    yup everybody does want to have a TL like the one you had in CVG

  7. #7
    yup, she still works in CVG at the Ortigas site...

  8. #8

  9. #9

    Thumbs up

    HONESTLY....

    a GOOD TL FOR ME IS...

    1) Someone who "RESPECTS" his/her agent as a person
    meaning na kahit na anu pang personality ng agent...
    kailangan ang TL "DI DAPAT BIASED" ang JUDGEMENT
    niya sa AGENT niya.... HE/SHE has to BE FAIR,
    and OPEN-MINDED, someone na HINDI "ISIP-BATA".
    Someone na ramdam mong "HINDI PLASTIC" makisama...

    (parang "mommy effect" or "kuya effect" makisama sa
    agents, MOTIVATING, CONSIDERATE, MALAMBING)


    2) May "sense of humor", bawas-bawasan ang katarayan...
    nasa lugar kung "magtaray".


    3) VERY CONSIDERATE.

    4) Walang "barkada-system" na attitude... na tipong
    "may favoritism".


    5) HINDI TAKLESA... HINDI TSISMOSO/TSISMOSA.


    -in my experience sa "LALAKING TL" ko ako na-aburido...
    kulang siya sa #1, #3 at #4 and #5...
    (nadalian akong makapag-isip ng kung anung AYAW KO SA TL)
    kasi naalala ko siya
    .
    sense of humor lang meron siya at great motivator naman
    siya...

    -napansin ko na tipong kapag "newly grad. ang naging TL"
    mo ... marami talagang "HANG-UPS, at "ISIP-BATA"
    pa talaga... nakakainis?!

  10. #10
    Ba***ueñong Torpedo Ace_Kn|ghT_9's Avatar
    Join Date
    May 2006
    Location
    Tower 2
    ^
    wag pakialamera/pakialamero


  11. #11
    Quote Originally Posted by otakusenshi View Post
    My Ideal TL:
    + Someone whom I can trust in helping me improve my performance
    + Someone who can drive my motivations to work
    + Someone with a strong personality
    + whom I can play jokes outside the office
    + just like my former TL in CVG
    could you be more specific? like in motivation, what drives you to perform?

  12. #12

    Thumbs up

    Quote Originally Posted by cruiznbud View Post
    could you be more specific? like in motivation, what drives you to perform?
    just to help you out... with this question...

    WHAT DRIVES AN AGENT TO PERFORM : (in my pov)

    1) Kapag yung TL, point out niya sa kin in THE MOST
    TACTFUL & EMPATHIZING MANNER plus DAPAT
    POSITIVE yung "dating"
    tungkol sa ("PITFALLS")
    ko sa PERFORMANCE ko...



    2) Kapag yung TL maraming 'SUGGESTIONS" para mag-improve
    ako... sa performance ko... yung tipong ano ba yung
    "call-handling styles" niya, that he/she presumes na can
    help me IMPROVE MY PERFORMANCE.


    3) Dapat yung ADVICES niya "HINDI TIPONG NAKAKA-DEPRESS"
    dapat yung tipong "IKA-LALAKAS NG LOOB KO".

    "PANG - BOOST NG CONFIDENCE & MORALE"

    4) At kapag nag-improve naman ang performance ng
    "nangungulelat na agent"
    kahit...
    slight improvement lang siya, dapat feeling ng
    agent
    "BIG DEAL" sa iyo yung improvement na iyon...
    na tipong "tuwang-tuwa sa galak" ang drama ng TL.

  13. #13

    Thumbs down

    WORST NA TL DIN YUNG TIPONG.....
    WALANG PAKIALAM, ISNABERA SA AGENTS NIYA...
    AT KAHIT PERFORMERS AGENT NIYA...

    ABA... SIYA PA ANG MAY GANANG MAGING SUPLADITA...
    AT INSEKYORA... ANG ATTITUDE.

    AT TIPONG " FLOOR-WALKER LANG TALAGA SIYA, WALANG
    FRIENDLINESS, AT KAMALDITAHAN LANG TALAGA ANG
    PINO-PROJECT"

    ETO YUNG MGA WORST CASE SCENARIO NA NARINIG
    KO SA IBANG AGENTS NA NAGKARON NG "SUPERVISOR-EMPLOYEE"
    GRIEVANCES.

  14. #14
    - Don't criticize your team members in front of others.

    - Don't beat people down, build them up.

  15. #15
    magbasa ng books ni blanchard and maxwell...could be of great help...and being able to balance employee satisfaction and company standards....

    best practice would be not to impose...always provide support to your staff without removing responsibility and accountability towards their actions...

    teynkyu...

  16. #16
    hey i know blanchard's books... sayang basahin! maxwell eh aalimin ko kung anu books meron sia...

    Quote Originally Posted by cruiznbud View Post
    could you be more specific? like in motivation, what drives you to perform?
    what drives me to perform? good motivator in terms of handling the team, kaya nia ihandle *** lahat ng reklamo ng team... tipong lightning rod, tpos masasagot nia in na kahit parang walang mangyayari, positive p rin ang dating.... labo ba?

    marunong mag appreciate ng maliliit na bagay such as improvement sa aht, stats and everything under the sun ehehehe

  17. #17
    Quote Originally Posted by freshbabe View Post
    just to help you out... with this question...

    WHAT DRIVES AN AGENT TO PERFORM : (in my pov)

    Thank you for the feedback freshbabe

  18. #18
    Quote Originally Posted by freshbabe View Post
    WORST NA TL DIN YUNG TIPONG.....
    WALANG PAKIALAM, ISNABERA SA AGENTS NIYA...
    AT KAHIT PERFORMERS AGENT NIYA...

    ABA... SIYA PA ANG MAY GANANG MAGING SUPLADITA...
    AT INSEKYORA... ANG ATTITUDE.

    AT TIPONG " FLOOR-WALKER LANG TALAGA SIYA, WALANG
    FRIENDLINESS, AT KAMALDITAHAN LANG TALAGA ANG
    PINO-PROJECT"

    ETO YUNG MGA WORST CASE SCENARIO NA NARINIG
    KO SA IBANG AGENTS NA NAGKARON NG "SUPERVISOR-EMPLOYEE"
    GRIEVANCES.

    how did you deal w/ the TL?

  19. #19
    Quote Originally Posted by cruiznbud View Post
    how did you deal w/ the TL?
    THIS IS NOT MY EXPERIENCE...
    (THE MALDITA TEAM LEADER ISSUE)


    SO FAR... I'VE NEVER ENCOUNTERED *B#TCHY FEMALE"
    TEAM LEADERS...
    / (FEMALE QUALITY ASSURANCE PEOPLE
    ($hiT marami na?!...DAMI NILANG FEELINGERA/B#TCHY)


    MY FEMALE TEAM LEADERS BEFORE
    WERE MOSTLY NURTURING, EMOTIONAL
    WITH ADVICES KAYA MINSAN NAKAKA-DEPRESS MAG-ADVICE

    MALE TEAM LEADERS ARE STRICT IF NOT STRICT...
    SUPER IMMATURE NAMAN

    WHILE... FEMALE (TRAINERS) ARE STRICTER, MORE DEMANDING,
    THAN MALE TRAINERS (sobraaaaa)

  20. #20
    Quote Originally Posted by zer0_c0oL View Post
    magbasa ng books ni blanchard and maxwell...could be of great help...and being able to balance employee satisfaction and company standards....

    best practice would be not to impose...always provide support to your staff without removing responsibility and accountability towards their actions...

    teynkyu...
    cool, ill get one of those =)

    hmm. zero cool aka crash override? i remember "Hackers" astig *** movie na un

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