Managing a call center is unlike any other management position. Not only do you need to ensure your staff is up to date on the latest company information and are providing quality service to callers, you also need to manage the caller experience and often daily changes in priorities or details. There are definitely call center managers who coast through their day to day jobs, but that doesn’t make them stand out in the marketplace. How can you be a great call center manager and what opportunities could that afford you? Here are a few things to consider.
What to do, and what not to do.
There are a lot of things that call center representatives should never do that happen regularly. Anyone who calls a customer service line can tell you horror stories. But the real challenge is ensuring that your policies are practiced by your team. Make sure that you are encouraging your team to stay calm, don’t condescend the caller, and never allow for too much dead air.
Refine your management strategy.
Management often tends to be very reactionary. A situation occurs and, in order to prevent it from happening again, you create a new policy on the spot. But your management strategy shouldn’t be a constant reaction to outside influences. Instead, focus on yourself, your development, your self-improvement, and your flexibility.
Work smarter, not harder.
This platitude has been overused in the workplace, but it comes from a good place. The idea behind it is to not just do work for the sake of remaining busy but to determine what actions are necessary to achieve the right results. When it comes to management in your call center, this really comes into play with the attitude many have that if they want something done right, they have to do it themselves. Instead, figure out a way to show the benefits to your team accomplishing the task. Delegation is key.
Partner with a local recruiting firm.
No matter how hard you try and how great a workplace you establish, call center positions tend to be high turnover. While you may not be able to control this process, you can make it easier on you and your team. Partner with a local staffing agency that specializes in call center placements. They can help you hire the best employees and even dedicate some time to employee retention.
Work With a Leading Recruiter in Dallas TX
Are you looking for a call center management job? Contact CornerStone Staffing today, how hiring for call center jobs in DFW.