Supervisor Floor Support

[DONNA ABNER]

NEED IDEAS TO HELP RUN A CALLCENTER FLOOR WITH 200 + AGENTS. PARTICULARLY FLOOR SUPPORT CONSISTING OF SUPERVISORS, ANY IDEAS HOW TO KEEP THEM FROM RUNNING THEIR FEET OFF? SUPERVISORS ARE GOING FROM ONE CORNER TO ANOTHER CONSTANTLY RUNNING TO ANSWER QUESTIONS AND ARE EXHAUSTED, THERE MUST BE A BETTER WAY.

[mystery]

i recently opened a big call center (in 6 months we have already hired 550 CSRs and looking at getting up to 1,250) and we had the same challenge. how long have you been opened and have you sat down and list to calls with your QA and Training managers? i did this and we found that a lot of training issues were going unanswered.

[Joxter]

Try using some of your more experienced CSR's as Lead Ops. Let the Lead Ops answer the bulk of the questions and let the Supervisors concentrate on more important duties. Also consider implementing a Management Trainee program where operators can be trained in management procedures while helping out with floor duties. The larger your floor the more Leads and MT's you will need for coverage. This system works quite well at our center (400+ seats).