5 Crucial Factors In Call Center Management

What Makes a Call Center Manager?

The Best Call Center Managers – What They Do Everyday and Why

<em>Take a look at Rosemary Rein’s thoughts on what a call center manager must do each day to be successful. She has an interesting viewpoint.</em>

1. Ensure touch points with employees and customers. Ask yourself, “How will I, as a Manager, ensure my employees feel TISP?” (Trusted, Important, Special and Pleased) Despite technology, the people are still the most important resource in a call center. Be specific. What will you do today to ensure the “TISP Factor”?

2. What is the quality of the coaching and motivation provided by my supervisors? Turnover is expensive and supervisors will cost you quality employees! They probably already have. What initiatives do you have in place for employee motivation and retention, which is as important as recruitment? Front line supervisory training is mission critical and you should have a recruitment plan as well as a retention plan in place for 2010. Do you?

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Call Center Manager: Partnering For Performance

By Jenny Kerwin

“The difference between a boss and a leader: a boss says, ‘Go!’ – a leader says, ‘Let’s go!’” E. M. Kelly

• Are you a boss or a leader?
• Do your employees see you as part of the team or as looking over it?
• How would your team members define your management style?

I ask these questions as a challenge, and offer the opportunity to take a look at your manager/team member relationships.

Merriam-Webster states that a boss is someone who exercises control or supervision; someone who dictates policies. A leader is someone who guides or directs operations, activities, or performance; someone who goes at the head or goes first.

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Building Effective Teams

By Sandra Farnan

How can you turn your functioning work group into a dynamic, cohesive team who communicates well, meets performance goals on time, and completes tasks efficiently? You might think it’s a pipe dream that requires more time and energy than it is worth, after all, the work in your department IS getting done. But building an effective team has rewards for its leader, members, and the organization; and requires effort from the whole group, not just the manager. The sooner you understand and apply the strategies listed below, the sooner your effective team will soar in the workplace.

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Selling Sales to Call Center Service Agents

By Carole Sue Jones

The Sales Stigma

Somewhere along the way sales got a bad rap. I’m sure all of us can relate to having dealt with a salesperson that made us uncomfortable, pressured us into making a decision, or even mislead us about the product or service.

We have all survived a contract we didn’t want or have things in our house that we were lured into buying only to be disappointed in their performance or usability.

However, some of us may be able to recall a good sales experience in which a conscientious salesperson made us feel positive about our purchase. In these instances, customer service made all the difference. During a good sales experience, I feel as though the salesperson really listened to me, understood my needs and provided a solution that would satisfy those needs. Great customer service skills really drive an outstanding sales experience and that is an invaluable trait to pass on to your Call Center customer service representatives.

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