For call centers to deliver best-in-class service, every team member needs to pitch in and perform at the highest levels possible. A recent paper by the International Customer Management Institute (ICMI) discusses these roles and responsibilities and how they can aid in achieving objectives for the call center.
Call Center Roles and Responsibilities for Achieving Management Objectives
- Agents – They are the first point of contact and can, through proper training and initiatives, deliver on multiple objectives through call resolution and efficient handling of customer issues.
- Supervisors – Provide the foundation for success by contributing the needed resources, guidance, feedback and organization for agents to perform at the highest level. Agents might be on the frontline but supervisors are right there in the trenches too.
- Quality Specialists – Data miners, managers and sorters. By delivering valuable insight from the data gained from thousands of contacts, Quality Specialists help all departments improve coaching, process development, training and other key areas.
- Workforce Planners – Ensure that scheduling matches workload. Their management can impact quality, efficiency, accessibility and other key objectives.
- Technical Support (IT) – Without the IT staff most inbound call centers would be in big trouble. They are tasked with keeping technology up-to-date and running smoothly. How well the technology is programmed and functions has a significant impact on the call center reaching its objectives.
- Managers/ Director – If the agents and supervisors are on the frontline, management officers are the field generals developing the plan of attack. They need all cylinders – agents, supervisors, planners, IT – firing and working together. They are responsible for creating a culture that breeds success and delivers quality service.
Each and every person at the call center has an impact on achieving objectives to create quality, efficiency, accessibility, and ultimately customer satisfaction.