managing team in BPO, handling call centere metrics, learn management , team building, management skills ,

1.  Munkesh Kumar
 7982485202
 Munkesh Kumar
 7982485202

2. Team management is the ability of an individual or an organization to administer and
coordinate a group of individuals to perform a task. team management is the
capability to identify problems and resolve conflicts within a team.

3.  You cannot succeed alone
 Utilize the strength of employees
 You need to help the team work extremely well together
 You need the team to support you with enthusiasm, respect and trust .
 You need a team of brightest employee it can possibly find to help you

4.  Help each other
 Deal with intragroup conflict
 Communicate freely among themselves
 Knows why the group exists and have shared goals
 Support agreed upon decision-making guidelines or procedures
 Diagnose and improve individual and group processes and functioning
Chapter 8: Managing Teams 4

5.  Establish regular meetings
 Be patient and kind with your team
 Fix the problem instead of blaming others

6.  Good personal relationships
 Defined roles and responsibilities
 A commitment to common objectives
 Effective decision making, communication and work procedures

7. Autocratic
Autocratic leaders make their own decisions without consulting employees or other
team members. They hold absolute authority over the team and team members are
expected to obey and comply with the decision that is made by the leader. Autocratic
leaders use one way communication.

8. Democratic leaders will consult with employees before proceeding to make a decision.
Democratic leaders will take on a two way communication approach where team
members can provide input and voice out their opinions aside from the team leader
issuing instructions. Team leaders who take on this leadership style will require excellent
communication skills to express to the team members what is expected of them and to
respond to and understand their concerns. The benefit of this leadership style is that team
members will feel more valued, leading to an overall increase in productivity in the team.

9. FormingForming
StormingStorming
NormingNorming
PerformingPerforming

10.  defines the problem
 Individuals take on certain roles
 develops trust and communication
 agrees on goals and formulates strategies
 determines the challenges and identifies information needed

11. The task is more difficult than they imagined
 have poor collaboration
 may be resistant to the task
 have fluctuations in attitude about chances of success

12. During this stage members accept
 their team
 team rules and procedures
 their roles in the team
 the individuality of fellow members

13.  Be descriptive
 Don't use labels
 Don’t exaggerate
 Don’t be judgmental
 Speak for yourself

14. Team members have:
Developed a close attachment to the team
Developed a close attachment to the team
A better understanding of each other’s strengths and weaknesses
Gained the ability to prevent or work through group conflict and resolve differences

15.  Separate problem issues from people issues.
 Be soft on people, hard on problem.
 Look for underlying needs, goals of each party rather than specific solutions .

16.  Refers to the gradual reduction of the size of a workforce by not replacing
personnel lost through retirement or resignation
 A reduction in the number of employees through retirement, resignation or
death
Large proportion of employees leave with in two years of tenure employee Change boss
not Jobs

17. Start loyalty program
Invest in employees’ professional development
Establish clear-cut expectations and policies
Offer a benefits package that is truly beneficial
Create a culture of open communication
Make it a priority to help employees feel valued
Tie-up with professional institutions for employees

18. Attrition rate = number of employees leaving during the
period /
average number of employees for the period *
100
Assume the following number of employees in company payroll at the end of each month:
January: 90
February: 103
March: 92
April: 89
Assume the total number of employees having left the company during this period is 26.
Calculate the average number of employees during the four month period; 90 + 103 + 92 + 89 = 374 / 4 = 93.5, and is the average number
of employees per month.
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If 26 people leave in a four month period, the attrition rate for the period is 26 / 93.5 * 100 = 27.8 percent.
To calculate annualized attrition rate, estimate the number of employees leaving in the year. If 26 employees leave in four months, 26 /
4 * 12 = 78, and represents the number of employees that leave in a year. The average of a total of 93.5 employees in the payroll holds
without any additional data. The annualized attrition rate is 78 / 93.5 * 100 = 83.4 percent. Example

19.  Average handle time (AHT) is a call center metric for the average duration of one
transaction, typically measured from the customer's initiation of the call and including
any hold time, talk time and related tasks that follow the transaction. AHT is a prime
factor when deciding call center staffing levels.
 AHT=(Total Talk Time+ Total Hold Time +Total Wrap Time)/Number
Of Calls Handled

20.  Long periods of time on hold
 Slow computer systems this is a common problem)
 Poor advisor training Flipping between lots of different computer systems
 Spending time with a caller to resolve a problem (this is a good thing)

21. Service level agreement is a term which define and bind the relationship between
businesses and service provider but their primary focus is continuous penalty to the
failure .

22. Shrinkage is a measure of how much time lost in the call center to things to like
vacation, brake, leaves and other non productive activities

23. Call centers provide customer service, sales lead generation, opinion research and
other services for small and large organizations. ... A low abandon rate relative to
the historical or industry average normally means that the call center agents are
handling customer calls efficiently.
Productivity = Inbound +out bound+ Avail /schedule days*schedule
Hrs-Schedule Aux