Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.
Resources for Call Centre Team Leaders
You're caught in the middle — coaching agents through tough calls, hitting team targets, handling escalations, and reporting up to management. All while your team looks to you for answers you don't always have.
ACXPA gets it. We've built this resource hub specifically for supervisors, team leaders, and coaches who need practical tools, proven frameworks, and real support to lead their teams effectively without burning out.
Call Centre Glossary
Quick definitions for every metric, KPI, and WFM term you need to know.
Search the Glossary →Articles for Team Leaders
Coaching strategies, performance management tips, and leadership advice from people who've been in your role.
Browse Articles →Team Leader Training Courses
Build your leadership skills with expert-led training designed for call centre supervisors and coaches.
View Courses →Monthly Call Centre Roundtables
Real discussions with industry experts on operations, WFM, leadership, and performance — second Wednesday each month at 11am.
Listen to Roundtables →Resources Built for Call Centre Team Leaders
Being a team leader means you're responsible for everything — your team's performance, your agents' development, escalations that come up the chain, and reporting metrics to managers who've never taken a call. You're expected to coach, motivate, discipline, and keep everyone hitting targets, often with no formal leadership training and very little support.
ACXPA exists to give you the backup you need. From performance management calculators and coaching frameworks to training guides your team will actually use, we've built a complete toolkit specifically for call centre supervisors and team leaders. Here's everything organized by what you actually need help with.
Performance & Workforce Management
Identify outliers, calculate the real cost of turnover, model staffing scenarios, and get a handle on team performance.
- Employee Turnover Calculator Free Measures workforce attrition and retention rates. Subscribers get a basic version; members unlock the full multi-variable model.
- Contact Centre CX Standards Free Industry standards and benchmarks for contact centre performance — free access with additional member-only resources.
Training & Development
Ready-to-deliver facilitator guides, self-paced courses, and live training to build your leadership skills and upskill your team.
- Live Team Leader Training Courses Expert-led training designed specifically for call centre supervisors and team leaders.
Customer Impact Metrics
Measure and communicate the value your team delivers to customers and the business with calculators your manager will actually understand.
- Customer Lifetime Value Calculator Free Free interactive CLV calculator using a retention-based formula — shows total expected revenue from a customer across their full relationship lifespan.
- Customer Lifespan Calculator Free Free calculator that estimates average customer lifespan — how long a customer typically stays before churning.
- Net Promoter Score Calculator Free Interactive NPS calculator embedded in the glossary — enter promoter, passive, and detractor counts to calculate your team's score. Advanced features available for members.
Community & Networking
Connect with other team leaders, learn from industry experts, and get direct support from people who've been in your role.
- Monthly Call Centre Roundtables Free Monthly online roundtable series focused on contact centre operations, WFM, leadership, and performance — second Wednesday each month at 11am AEDT/AEST.
- Customer Matters Podcast Free Interview podcast featuring CX and contact centre leaders sharing insights and strategies.
- The Customer Verdict Podcast Free Solo podcast by Justin Tippett covering CX, contact centres, AI, and technology.
- Trivia Quizzes for Team Building Free Fun contact centre and customer service trivia quizzes perfect for team meetings and engagement.
How to Access These Resources
Start Exploring for Free
Browse free calculators, attend roundtables, read articles, and explore what ACXPA offers team leaders — no membership required. Want to understand the role better? Check out our Team Leader glossary page.
Browse Free ResourcesUnlock Everything with Membership
Get full access to facilitator guides, job templates, advanced calculators, 15 self-paced courses, private networking, and the complete ACXPA resource library.
Explore ACXPA MembershipLatest Articles for Call Centre Team Leaders
From coaching difficult agents and managing performance conversations to understanding the metrics your manager expects you to hit, our article library covers the leadership challenges team leaders face every day. Written by experienced contact centre leaders who've walked in your shoes — practical advice that helps you build your team, develop your skills, and advance your career.
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.
A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.
Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won't cost you a fortune!
Discover the secret habits of successful Contact Centre Team Leaders who coach, nurture and lead teams to achieve individual and team success.
Free guide on what you can (and can't!) claim as Tax Deductions for Contact Centre Workers.
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