Call Center Managers Tips
There are many blog posts and articles on the Internet that offer hints, tips, and tricks for call center managers. However, because different call centers have different goals or place more emphasis on different metrics, it’s hard to find universal tricks that are helpful for any and all call center managers.
The following tips are relevant to all call centers, no matter what the size or the goal.
- Utilize information gathered by Interactive Voice Response. If a customer is asked for name or account information while in the IVR, the customer service representative should not be asking the same questions. Nothing is more frustrating to a customer than having to repeat information.
- Always attempt to improve agent morale. Nobody wants to call and talk to someone who sounds like they are having a terrible day and would rather be anywhere else. By keeping your agents happy, your customers will be happier.
- Use call recording. Call recording can be a life saver in the call center. Recorded calls can be used to train new agents, demote or promote agents, and as a liability tool.
- Keep agents informed. If new products are being released, or down time expected with a service, make sure your agents are prepared and aware of the situation. Both customers and agents will be frustrated if they lack the answer to questions because they were uninformed by the call center manager.
- Don’t skimp on call center solutions. While call center managers are constantly looking for ways to cut costs, call center solutions aren’t the place to do it. The quality of your service depends on the quality of your solution, and nobody will appreciate lost or poor quality calls because you were looking to save money.
- Ask for suggestions. Suggestions from your agents and customers are invaluable. However, many times neither will offer it if you don’t ask.
- Reward your agents. All employees look for positive feedback, and those with the highest job satisfaction are those who are praised when they do something correctly. While you shouldn’t reward those who don’t deserve it, agents who know they will receive recognition when they do something good will generally work harder.
Getting these tips right will lead to an improved, happier call center.
Let us know what the best tips you’ve heard are!