Offering superior customer service became a top priority for cellular providers as number portability was introduced. Management however struggled to bring about change in the behaviour of the agents in the contact centre, largely because of a lack of leadership skills amongst the supervisors. To strengthen their capacity, every team leader attended a one-year development programme. The results have been very positive. All participants have been able to demonstrate improvements in his/her key performance areas. They achieved that by being more visible on the floor, through a more positive communications style and through a better understanding of contact centre statistics, which allows them to manage the team more proactively.
