You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks
How do you educate the supervision in your customer service center? Do you have a training plan at all or do you just take long tenured associates and make them supervisors/team leads when a supervisor leaves? If you hire a supervisor off the street what training do you give them?
Being young, having a Type A personality and being put in-charge of many people can be a recipe for disaster! Many years ago In my mid 20’s I had progressed my way up in the Call Center that I was working at to the job of being the AM Production Coordinator(15 supervisors and 150 agents). My duties were to make sure that the AM shift met all of its qualitative and quantitative goals for both the clients we worked for and the company.
I hope you think about these are you begin you business. I think they can help guide you from a lot of mistakes…many I made myself at the very beginning! I got through it and so can you…