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Developing & Selling a Mentor Program the Team Messages in this topic - RSS

pcross-leone
pcross-leone
Posts: 1


1/15/2016
pcross-leone
pcross-leone
Posts: 1
I am a trainer in a small utility contact center. We have 34 agents; 23 agents whose primary responsibility is to handle customer inbound call contacts. I have been researching mentor programs for about 18 months in an effort to get a formalized program in place for our new hires. I am part of a management team who include the director, 2 managers, a supervisor, a business analyst and myself. We work closely with each other and need to come to consensus on new initiatives we want to pursue.
I presented a mentor pilot program to the management team in an effort to get a program in place by our next new hire class; we have been hiring approximately 2-3 new agents a year. I sold the program as a win-win for the new hire (the mentee) and seasoned agent (the mentor). The mentee would have an immediate advocate and ally and the mentor would be able to develop some leadership skills to better position themselves for future job openings, including lead agent positions in our department. My pitch was not at all well received by the manager and supervisor who are responsible for the inbound call agents.
Does anyone have a mentor program in their small contact center? Any suggestions on how to continue to promote a mentor program to resistant concerns?
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jeremy.hyde
jeremy.hyde
Posts: 8


1/15/2016
jeremy.hyde
jeremy.hyde
Posts: 8
What were the concerns or objections of the Manager and Supervisor? In my experience, having a mentor program helps to introduce the new hire to a peer they can ask questions they don't want to ask their Supervisor and can be a tool to challenge/push a tenured agent. In order to be eligible to be a mentor you have to be meeting all expectations of the job (quality scores, AHT, whatever your center focuses on) and can reward them for doing so.
A program like this can be especially helpful in a small center. Does your new hire training program currently include any shadowing with tenured agents, listening to live calls, etc? If so, try to use that to create an informal mentorship relationship.
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