FCR Introduces New Contact Center Leadership and Development Curriculum



FCR, the premier provider of outsourced live agent call center and business process solutions, announced today that it has created and implemented a new leadership and development curriculum for its contact centers with a focus on coaching with compassion.

The new training program was created by Sheri Kendall-duPont, Manager of Leadership and Colleague Development for FCR, with the objective of enhancing the skill set of FCR’s leadership team. Ms. Kendall-duPont devoted months of research into the unique needs of contact centers and created a custom curriculum to assist leadership in meeting those needs. The training program begins with an 8-hour instructor led class with an Introduction to Leadership and is closely followed by a 12-hour course on Coaching with Compassion.

“Our goal is to introduce all FCR leaders to psychology and behavior assessment tools, and to teach all leaders how to motivate and inspire their teams. We also cover the basic concepts of Human Resources and how to establish cultural competency in the workplace,” said Kendall-duPont.

According to a 2013 study of 300 Human Resources Managers conducted by Development Dimensions International (DDI), HR.com, and the Institute for Human Resources:

  • 69% of companies surveyed reported lower rates of engagement
  • 65% of companies surveyed reported a loss in productivity
  • 59% of companies surveyed reported higher turnover rates

In response to those staggering numbers, and based on feedback from its own colleagues, FCR made the decision to bolster its leadership’s skills. The goal is to produce a more effective leadership team, which in turn creates more engaged colleagues, increases productivity, and reduces rates of turnover.

“These courses prepare our workforce to become effective frontline leaders who will inspire our colleagues to create memorable customer service experiences for our clients and their customers,” said Sonya Stalberger, Vice President of Call Center Operations for FCR.

“We understand the need and added value of developing our leadership teams around a culture of coaching, and these courses enhance those skills, ” said Katheryn Carnahan, COO of FCR. She continued by saying, “These courses are required and must be completed by our Supervisors before they can begin leading any FCR team.”

Kendall-duPont added, “The next step in the evolution of this program is to launch an internal program with the objective of creating exceptional trainers. We understand that engagement begins during the first days of orientation and during the training process. Our objective is to develop our internal trainers so that our new hires will leave the classroom ready, willing, able, and inspired to provide a memorable customer service experience.”