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THE MOMENTA CALL CENTRE SKILLS DEVELOPMENT PROGRAMME
 
 
The Programme
Call centre issues
Team leader skills
Representative skills
Client feedback
Characteristics questionnaire
 
 

Team Leader Module:

Understanding motivation
 

Objectives:

  • Explain motivational principles
  • List the steps required to identify motivational drivers
  • Explain the activities required to develop and maintain a positive motivational environment
  • Identify individual motivators
  • Start the design of a personal development action plan

Content:

  • Workshop Introduction & aims
  • Explore motivational drivers, needs & the subsequent behaviours
  • A hierarchy of needs
  • Identifying, developing & maintaining motivation
  • Exercise around identifying motivational needs & drivers
  • Personal development planning

Benefits:

  • Identifies motivational drivers
  • Develops team motivation
  • Develops individual motivation
  • Encourages motivational awareness


 
Issues:
   
Staff retention
understanding motivation
observational skills & delivering feedback
designing personal development actions plans
performance coaching  
Team leader effectiveness
Coaching and skills development
Complaint resolution
Cross selling and sales development
Customer retention
Treating customers fairly
Call compliance
 
Please contact me to discuss:
 
 
 
 
 
 
 
To find out more, call 020 7374 6600 or email callcentreskills@m-hl.com
 
 
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