Being a Customer Service Manager – Role, Responsibilities, and Job Requirements
April 17, 2010 by Gail
Filed under Call Center Manager, call center
In BPO corporate scenario ‘customer is the king’ and customer service is the lifeline of business process outsourcing industry. No BPO can ever imagine ignoring the needs of their targeted clients. Understanding and managing the requirements of the clients serve to be the major tasks of the customer service management.
Now the job of the customer service managers is to ensure that the communication between different departments is maintained accordingly and effectively. This will be the way to ensure quality of service and products that are delivered to customers. In this article, you will get a thorough insight about the job responsibilities of the customer service manager in BPO industry.
Supervisor Basics
March 11, 2009 by Admin
Filed under Call Center Training
Basics for Supervisors
While this article was written a few years ago for new supervisors, you will see when reading it, that the basics are still the basics. We hope you find the material helpful.
By Carolee Colter
Whether you oversee a whole department of employees or one assistant manager or an ever-changing group of volunteers, you as a supervisor are ultimately responsible for the work of others. This takes skill and experience, yet most co-op supervisors end up in their positions without training or clear expectations of their role. Their difficulties are compounded when those they supervise were formerly co-workers on an equal footing in a situation without personal accountability. As a consultant for co-ops and other small businesses, I encounter the most confusion in the following areas:
