Good call center managers are knowledgeable about internal affairs, such as technology, processes, branding, legal requirements, and human resources. Be the Contact Center GuruĪs the manager of a contact center, you must be the resident authority in every aspect of the industry, as well as your business. The most effective management style to employ in the call center is one that puts your agents first.
I always approach my management style from the perspective that I am working for my employees. Too many managers think that people are working for them they don’t realize that they should be working for their employees. Many new call center executives make the mistake of expecting their call center agents to care about the success of the call center as much as they do. Even something small like a 5-minute round-up meeting every day to get your agents pumped can make a big difference. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. That means building trust with them, appreciating their efforts and unique traits, and leading your team’s morale. And that doesn’t just mean arranging work schedules and signing timesheets. And they are only beneficial to a contact center provided they do what their title suggests lead the team of support agents and supervisors. Act as True LeadersĪ call center manager is a team leader. #callcenter #management Click To Tweet 2. Your contact center agents are on the front line every day, which makes them best positioned to tell you what’s important to customers, and what's not working. But they won’t tell you if they think they’re going to get into trouble, or-perhaps more importantly-it will create more work for them. Your support agents hold a vast amount of qualitative information that could help you optimize your call center’s processes.
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But the best managers know how to form close bonds with their team members, creating the space for them to be honest about what’s working and what’s not. It can often be difficult for call center supervisors to get open and honest feedback about new processes or technology-or even new people. Not only does this help you as a call center manager, but it also makes the agents feel like their voice is being heard, their opinions matter and that they hold an important role in the contact center. They are an invaluable research tool and can provide a multitude of ideas on how to do things better. Your contact center agents are on the front line every day, which makes them best positioned to tell you what’s important to customers, themselves and their colleagues, what’s working (and what isn’t), and what the competition is up to. So, why not use them as a means of providing feedback? Talk to Your Support AgentsĪgents are quite literally the mouth and ears of your contact center. Here are 7 great things a successful call center manager does on a daily basis, along with some of our top tips on successful contact center management: 1. In short, a great call center manager is the key to a successful contact center. Oh, and don’t forget staying abreast of the latest contact center industry news. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself and the constant improvement of all those processes.Īs the supervisor of a contact center, your job is to make sure that your team of agents provides the best experience possible to your customers.Īnd that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. Focus on Agent Engagement and RetentionĪ contact center manager’s job is often a thankless one.Keep Up With the Latest Contact Center Technology.Make Your Contact Center a Great Place to Work.Our 7 tips for great call center management are: Nutrisystem Boosted customer satisfaction scores.Reliance Home Comfort Significantly boosted CSat while reducing abandon rates.The General Significantly reduced abandonment rate.Credit Union of Colorado 40% reduction in abandonment rate.Conversation Scheduling Let your customers decide when to receive a call-back from you.
Programmable Call-Backs Offer call-backs at any stage in your customer’s journey.Visual IVR Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience.