4. The Supervisor as Leader
IInspiring
Leading
The management function of influencing people to act
or not act in a certain way.
“A manager focuses just on getting a task done, a
leader focuses on getting it done in a way that gives
employees a feeling of accomplishment and
willingness to follow the leader again.”
Paul B. Malone III
5. Supervisor Role Dynamics
How do your
supervisors
add value?
• Employee Development
• Performance Management
• Customer Retention
• Employee Retention
• Minimize Risks –Ensure Compliance
• Real- time Management
Love and
success
6. Responsibilities vs. Workload
Most Supervisor Job Responsibilities So what are they actually doing?
90%
80% Supervisor Time Allocation % Hours Per Week
70%
60%
Call Monitoring 3% 1.2
50%
40%
30% Coaching 5% 2
20%
10%
Real-time Management 13% 4.8
0%
Handling Escalated Calls 2% 0.8
Employee Counseling 2% 0.8
Analysis of 100 Recent Job Administrative tasks 50% 18
Descriptions
Meetings 25% 10
100% 40
8. Prioritize High Value Activities
Experience
Supervisory Function Strategic Value Other Resources
Impact
Call Monitoring High High Maybe
Coaching High High No
Real-time Management Medium High No
Handling Escalated Calls Low Medium Medium
Employee Counseling High High No
Adminstrative tasks Medium/Low Low Yes
Meetings Medium/Low Low Maybe
Reporting Medium Medium Yes
9. The cost of Supervision
Labor Cost Breakdown Labor Cost by Role
Executive Salary
PT CSR Salary Manager Salary
FT CSR Salary IT Salary
0.4%
8.3% Trainee CSR Salary
0.6% HR Salary
0.3%
Supervisor Salary
4.1% Trainer Salary
1.5%
Analyst Salary
0.3% QA Salary
QA Salary
4.4% Analyst Salary
55.4% 2.4% Trainer Salary
5.2% Supervisor Salary
0.3% HR Salary
Trainee CSR Salary
IT Salary
FT CSR Salary
Manager Salary
PT CSR Salary
Executive Salary
0.0% 10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%
2010 Supervisor Compensation and
Benefits
10. The Supervisor ROI
Calculating the
return on the
typical
supervisors
work activities.
Love and
success
11. Where are the Greatest Returns?
Coaching Impacts ROI Calculation
• Team A has significant variability in • Cost of Coaching
handle time, specifically 5 out of 10
agents have handle-times that are 40% • Coaching Sessions related to
or more higher than the center average, performance challenge: 15
while the same agents quality scores • Average Cost per Session: $50
also reflect similar improvement
opportunities • Total coaching cost = $750
• Through monitoring and observing • Benefits Realized
behaviors and applied coaching • 15% increase in productivity
techniques the supervisor of team A
has coached 3 out of 5 struggling across 10 FTE’s = 1.5 FTE
agents to improve efficiencies and call • 1 FTE = $44,100
control. • Total Net Benefit = $64,500
• Team A’s overall productivity has now
increased by 15% due to effective • Coaching ROI = 8720%
supervision
12. Where are the Greatest Returns?
Cont’d
Employee Engagement Impacts CC Manager’s ROI Calculation
• The FMN contact center has an • Cost of Attrition
average annual attrition of 48%.
• Supervisors are heavily burdened with • $50,000 per percentage point
administrative tasks and spend very • Benefits Realized
little time with their teams. Each • 10% decrease in attrition =
supervisor has a team of 20 agents. $500,000 annually savings.
• The overall level of employee • Cost of 2 additional supervisors =
engagement has been identified as low.
$142,000
• The FMN contact center manager has
determined that the annual cost of • Total Net Benefit = $358,000
turnover equates to $50k per • ROI = 252%
percentage point.
• By decreasing the supervisor/csr ratio
to 15:1, and introducing supervisor led
recognition program the CC manager
hopes to decrease attrition by 10%
annually.
13. Enabling the Leader
Love and
The right tools make all the success
difference!
14. Developmental Tools &
Empowerment
Train and Coach Collaborate and Share
• Contact Center Operations • Leading Practices
• Coaching & Performance Mgt • Coaching Successes
• Leadership & Motivation • Co - Coaching
Love and
• Self Evaluation success • Refer a Coach
• Emotional intelligence • Voice of the Customer
Foster A Culture of Recognition!
16. Performance Analytics
Distribution of Agent Average Non-Phone Contact Handle Time (6/26/06-7/21/06)
120.60
Love and
100.60 success
Minutes per non-phone contact
80.60
Data
Mean
Upper Control Limit
60.60
Lower Control Limit
Upper Warning Limit
Lower Warning Limit
40.60
20.60
0.60
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
Representative
17. 6 Steps to Improved CE Leaders
• Prioritize Time – Focus on What Matters!
– Coaching
– Recognition
– Ongoing Development
– Align workload with Job Description
• Hire Leaders not SME’s
– Assess EI in the hiring process
• Train Leaders in Coaching
18. Steps to Improved Leadership cont’d
• Measure What Matters!
– Coaching Effectiveness = Net Performance
Improvement
– Supervisor/CSR Engagement
• Empower Leaders with Carrots
• Enable the PM Process With Intelligence
and Analysis
– Hi Tech: Root cause analysis, Emotion
– Low Tech – Performance trend analysis
