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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