When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents. The supervisor should spend the entire call center shift on the floor.(Conceptually, most managers understand this. On a practical basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!)
Meet at least once each week with your team. At a minimum, review the following topics:
Review the past week’s events, including statistics, results and industry news.
Disseminate new product information to the agents.
Discuss a sales theme or point-of-interest topic for the agents.
Introduce new staff members.
Present commendations and awards.
Communicate company information.
Answer questions and comments.