The call center is a unique type of industry for leaders. The constantly changing environment means that different situations call for different types of responses and skills. What may work for one situation can cause huge problems in another. There are many types of leadership styles that depend on the need of the call center and produce different results. So, what are the main styles, and which would best fit a call center?The call center is a unique type of industry for leaders. The constantly changing environment means that different situations call for different types of responses and skills. What may work for one situation can cause huge problems in another. There are many types of leadership styles that depend on the need of the call center and produce different results. So, what are the main styles, and which would best fit a call center?
These leaders want to work through the problem to come to a decision. Sometimes known as ''participation style'', this type of leadership uses empowerment to meet goals and performance. They rely more on the employees to give feedback in order to help the leader make their final decisions.
The call center is a complex place with complex problems. No one perspective on how to handle situations is correct, therefore this style is helpful to come to agreements as empowered agents tend to give the best process improvement ideas. Given that the call center is made up of different teams, this style is especially attractive. However, it becomes problematic when there is little time to make a decision or the employees have little experience.
This type of leader tends not to be involved as they trust everyone to do what needs to be done. Basically, the leader lets others come to their own decisions about which direction they want to go. This would be appropriate in a call center if the agents had expert knowledge in their area and could take the responsibility of making their own decisions.
These types of leaders expect to make all decisions without much input from others. They tend not to get close to staff as they believe that could lead to problems. They generally have little trust in anyone, expect obedience and manage with an iron fist (and fear) to get things done. More often than not, this type of leadership has a large amount of negativity surrounding it.
Would this type be appropriate in the call center? There are certain instances where yes, it would be appropriate. If there is limited time to get tasks done or if employees seem a bit lost and unsure of their direction. This type of leader can lay down firm decisions and maintain order. However, this style should be limited to a short period of time as this type can have an adverse effect on morale. This type of leadership can cause people in the center live in fear and trample innovation.
These types of leaders seek to bring change through inspiration, passion and focus. They have a belief and encourage all to come together to achieve change.
This style is appropriate when its necessary to take a look at a new way of doing things in the call center. The transformational leader has motivation and charisma that help others follow their lead. However, it's important these leaders actually have a solid plan so they don't disappoint and demotivate their team.
Employees respond differently to different types of leadership. If you're already one, you know that there are many different styles that can be developed or changed. If you can relate to one style in particular or if your a mix, just remember there is a large range of characteristics that when combined, will help the industry and your employees overall. What leadership style has worked best for your center?