Switching to teams

[mafenwi]

I am looking to see if anyone has experience with the following...

I work in small center of about 25 agents. There are 3 supervisors and 1 GM. We are open 7X15. I recently suggested that we form teams instead of having one big group of agents reporting to 3 supervisors. I would like to see 3 teams. There are a number of reasons why I suggested we go in this direction. One is to help us with creating a loyalty among staff and giving them a stronger leadership focus. With 3 different leaders it's hard to know where your loyalties lie and what direction you should be going. Now I know theoretically all supervisors should be on the same page, which we are, but we are different and we manage differently. The second reason is that I think if the supervisor only has to focus on a select few they can accomplish more rather than spreading themselves out among everyone. This also helps avoid those situations where a staff member says "well, x supervisor doesn't do it that way so I don't have to." The third reason I suggested is that I have come from other call centers where this is the norm and it works.

The problem I have is convincing my manager. She has no experience with this kind of environment so there is a lot hesitation and questions. For example, she wonders how the scheduling would work, would people say I don't have to listen to you, etc., etc. So far I have been able to answer them but she still is unconvinced. Does anyone have experience with this issue? I realize that it would be a drastic change for the staff so if you have suggestions on how that could be addressed, other than, "we are making this change and you are gonna like it!"

Thanks

[ctaylor]

Moving to a Team based apporach can a challenge. Teamwork is an overused expression because most Teams don't work.

These articles may assist you as you look to implement teams iin your call center,
http://www.thetaylorreachgroup.com/n...419_120706.txt
http://www.thetaylorreachgroup.com/n...514_132638.txt

I hope that I have added some value to this discussion. Please feel free to email me if I can be of further assistance at ctaylor@thetaylorreachgroup.com


Colin
www.thetaylorreachgroup.com