GSS SUPERVISORY ROLE

[Virtual Presenter] Good afternoon everyone. Today, we will be discussing the importance of the supervisory role of the Global Service Center, in providing customers with an excellent call center experience. We will explore the tools, processes and strategies available to supervisors to ensure customer satisfaction. Let’s begin..

[Audio] Understanding and developing soft skills is vital for any successful call center agent. Communication, problem solving, customer service, organization, and teamwork are some of the key traits required. A call center job involves communicating with customers through phone, email, or chat and involves listening carefully to identify their issue. Once identified, agents are responsible for providing solutions and following up to make sure the customer is satisfied. Along with resolution, agents also need to offer excellent customer service to represent the brand they work for. Finally, working together with the team is essential to ensure the customers have an optimal experience..

[Audio] Slide 3 of our presentation delves into the skills needed by agents in call centers. Clarity of communication is essential to effectively tackling customer issues and sustaining a favorable impression. Besides that, technical proficiency and a thorough knowledge of the company’s products, services, complaints, and solutions are also critical to the success of call centers. Such expertise and comprehension will bolster the customer experience..

[Audio] Having a comprehensive understanding of the products and services being delivered to customers is essential for call center agents. This allows them to give accurate and timely help to customers when they have difficulties. It is also important for agents to have patience and empathy for customers, making them feel heard and understood so that they can be helped efficiently and effectively. Having the necessary problem-solving skills and flexibility to respond to customer needs also plays a vital role in building customer trust and ensuring successful issue resolution..

[Audio] Strong listening capacity and organizational skills are essential for call center agents in the fast-paced and competitive customer service industry. These skills help prevent any important customer details from being lost, enable customer problems to be resolved quickly, and help create a more satisfactory customer journey. Possessing these skills are crucial for agents to manage their daily workloads and provide a better experience for customers..

[Audio] Organization is important for call centers in order to save time and energy, improve problem solving, and prevent customers from having to explain their issues repeatedly. Call center agents must develop specific skills in order to meet the demands and requirements of the job. Patience, clarity, and efficiency are essential qualities of a successful call center agent. They must be able to listen carefully to customers, comprehend the reasons for their call, take responsibility to address it, articulate what can and cannot be done, and use the technology, resources, and knowledge available to them to achieve a positive result..

[Audio] Self-awareness and thoughtful communication are integral elements of being an effective workplace leader. Knowing your audience and the context of the communication helps ensure that thoughts and presentations are logically organized and that the receiver's viewpoint is taken into consideration. This can have a beneficial impact on workflow and help to achieve desired goals..

[Audio] Supervising effectively requires us to be communicative with everyone in our work environment. This means being welcoming and paying attention to the worries of others. We need to stay resolute in our words but beflexible in our approach. We must be aware of the way we relay our message and to whom. Demonstrating active listening and tailoring our message to meet the individual's interest can help forge a successful connection with them..

[Audio] Slide 9 emphasizes the significance of integrity in the workplace. Being a leader in any capacity necessitates a dedication to veracity and self-examination. Not only does one's professional comportment shape the workplace atmosphere, but also one's personal deportment. Integrity necessitates that one conducts themselves with respect, accountability and candour when making choices, conducting operations, and communicating with associates. This is a pattern of conduct that all GSS Supervisory role holders should attempt to sustain..

[Audio] "Integrity in the workplace is an essential component of success. It's not just about doing the right thing when no one is looking, but also about ensuring that everyone in the organization is able to live up to the same ethical standards. It’s about treating each other with respect and supporting each other in achieving shared goals. In high-integrity organizations, employees are dependable, honest, and trustworthy. They collaborate in fulfilling the organization's mission by providing assistance, feedback, and resources. Low-integrity organizations, on the other hand, tend to suffer from a lack of trust, poor retention, disrespectful conduct, and information hoarding. Examples of integrity in the workplace range from small everyday actions to larger initiatives. By becoming a person of integrity, we can uphold and promote ethical standards in the workplace..

[Audio] Diversity and inclusion in the workplace is a topic that must not be overlooked. Employees from a variety of backgrounds bring unique perspectives and expertise to the table, which can help make the working environment more productive and enriching. Businesses can gain a great deal from inclusive hiring practices, and it is important to ensure that all team members are respected and appreciated. An inclusive workplace carries positive benefits for employers, employees, customers, and clients alike. It creates an environment of acceptance and appreciation for everyone, promotes productivity and innovation, and ensures customers feel comfortable doing business with the company. Taking these steps can help an organization maximize its overall success..

[Audio] Research has proven that having a diverse workforce is beneficial in terms of age, race, religion, nationality, sexual orientation, gender, gender identity and national origin. Benefits like improved decision-making, enhanced revenue, more innovation, better access to job offers and higher acceptance of job offers are seen. Diversity does not end with just workplace composition. There must also be a culture of inclusivity which makes sure everyone from all backgrounds is accepted and welcomed. To ensure this, one must create and adhere to a plan of diversity and inclusion. Here are fifteen ways to take ownership of creating a diverse and inclusive workplace culture..

[Audio] A good leadership network is essential for organizations to succeed, and Slide 13 out of 16 focusses on the characteristics of effective networks. To build a successful network, trust, clear communication, and a shared sense of responsibility and commitment are paramount. Members of the network should work towards each other's cooperation and agreement, as well as encourage and recognize individual contributions. This creates an atmosphere of creativity and innovation, which helps to shape the direction of the organization. Working together, the group can then develop strategies, plans, and goals that can be quickly implemented and, consequently, improved productivity and overall success..

[Audio] The results of a study conducted on the characteristics of effective school leadership networks and their contribution to individual leaders' development of professional capacities were discussed on slide 14 of the presentation. The model used was found to be a good fit with the data and explained 51 percent of the variation in network outcomes, with network leadership having the largest effect on network outcomes, followed closely by network health and connectivity. However, it should be noted that this study was limited to leadership networks intentionally organized in districts and may not be applicable to other types of networks. Therefore, it is suggested that districts should focus on strengthening single-unit leadership development as well as establishing initiatives to help network leaders foster these qualities..

[Audio] Diversity and inclusion is essential for a modern workplace. Respect for different backgrounds and perspectives can bring fresh ideas and perspectives that help drive success. Creating an inclusive work environment can improve work quality, enable better decision-making, and create an engaged and productive team. Through valuing diversity, we create a workplace where everyone can feel empowered to contribute. In this slide, I'd like to recognize the team that has been working hard to make our workplace a more inclusive environment. Rowena Fletcher-Leslie, Shakera Minott, Candice Greenwood, and Shantall Pinto have been engaging different perspectives, creating an open and supportive environment, and fostering collaboration. By embracing diversity, we are building an innovative and inclusive workplace culture that will bring long-term success..

[Audio] At the end of this presentation, I would like to express my appreciation for your attention. We’ve discussed a range of current issues, such as the critical call center skills that are mandatory for agents, ways to guarantee integrity in the workplace, and initiatives to better inclusivity and diversity. We’ve also seen examples of employees engaging with customers in a humane manner. I hope our presentation was helpful for your personal application of the GSS Supervisory role held by Rowena Fletcher-Leslie, Shakera Minott, Candice Greenwood, and Shantall Pinto. Once again, thank you for your time and attention..