I urge every business which operates with inside sales and service teams, especially in Contact Center settings, to make sure that whoever is leading those teams daily, supervisors, managers, or team leads, is having a daily Team Huddle at the start of each shift.
Companies that support, encourage and hold Team Huddles correctly, end up with better team performance over time. But, invariably, team huddles can turn into mundane, “Leadership said we have to do this every day,” uninspired wastes of precious time, which is the exact opposite of what you are trying to accomplish with a start of shift Team Huddle.
To those who run daily team huddles, I have this advice:
Ask yourself the important question, “Who is talking more at my Team Huddle? ME or my Team members?
Your Team members should be doing most of the talking and most people should be encouraged to participate. Any participation is good. Short and to the point works well.
Huddles are not a great time for a speech, but, if you are going to give a speech, make it a motivational talk. The idea of a daily, start of shift huddle is to motivate, encourage and energize. This is not the format for long discussions about any topic. Save housekeeping and too much detail about numbers for longer Team meetings.
You can talk about KPI goals for the day but getting into a detailed discussion of KPIs is not what Huddles are for.
What is the best use of the daily huddle? The huddle is your pre-game opportunity to get people fired up for the day’s performance in about 5 minutes! A chance to rally your team to work individually and as one cohesive unit to meet today’s team objectives.
Talk about things like getting to the top of the department’s Team Leader Board; Point out your top performers and challenge others to match or beat them today; Ask your top performers to share some brief success tips and challenge them to do better.
Get the team talking about what they are going to accomplish today individually and as a group!
If today falls on the last week of the month or quarter, will the team set records or miss goals?
Where will your team end up as a business within the business? The numbers are a result of preparation and execution. If your team is trained and prepared properly to do the job, then you should focus on inspiring their execution of the work they’ve been trained to do. Rather than focusing on the numbers so much, focus on motivation, energy and effort.
If folks don’t leave your huddle ready to jump on the phone or into the project and make a difference, it’s not been worth the effort. If their first thought is, “glad that is over, time to get a coffee,” your huddle has failed.
Use this opportunity to engage your team member’s competitive and winning spirit!
Make a difference today!!