Being a manager at a call center is never an easy task, it requires you to be extremely calm, enduring and patient to be able to deal with all the pressure that comes with working at the call center. The most important aspects of any call center are the call service representatives and agents that is why they play a major role in determining how easy your role as a manager in a call center can go without forgetting the benefits they can also bring to the business.
In this article, we will be sharing some tips from business coaches on how to manage your staff at a call center and improve your service performance using several measures.
Talk and listen to your staff often –
Your staff is the most important pieces to your call center which is why you should engage with them and hear them out as often as you can. They can give you the information you need to improve your customer service as they are constantly in contact with them and bring in further suggestions on the table. You will be able to get feedback from them and make them feel willing to share and participate in the growth of the call center since they feel their voices are being heard. Communication is something that most business coaching programs would put a lot of emphasis towards. Learning to network and communicate within your own team will only benefit the entire business.
Tell them how they are performing from time to time –
Whether good or bad your agents need to know how they are performing from time to time. By giving them feedback, they will be able to know just what they are doing. If you give them good feedback, they will appreciate the fact that you appreciate them and will continue the good work, whereas if it is not complimenting feedback they will know just where they have been going wrong and make space for improvement.
Make good use of idle time –
You need to lead by example and as a call center manager you will have a fair deal of free time. You can make good use of your time and put it into training, completing administrative duties and mentoring. You will be encouraging your staff members at your call center to also make good use of capitalizing their idle time.
Put yourself in the shoes of your staff –
Sometimes you need to put yourself in the place of your agents and feel what they go through. Try picking up the headset and act as an agent from time to time. You might be surprised by just what you could learn, it will also help you to better understand the challenges which your agents or staff go through every day. By doing such acts you will also earn more respect from your staff and subordinates.
Focus on Agent Engagement and Retention –
One of the biggest problems of a call center manager is retention as has been cited by several types of research. Call centers are not that easy for people to work in which makes it very exhausting to attract and retain quality customer service representatives. You can eliminate this in your call center by allowing your contact center managers to focus on the engagement of agents and encouraging rewards systems that encourage your agents to work better. Encouraging agents based on transparent reward systems will motivate them to be actively involved in the customer service process.
Having the ability to manage your staffs in a call center the right way is the way to go if you intend on having a successful call center. Call centers will not mean anything without the right staffs, agents or subordinates which is why as a call center manager you should always look for the best ways to make sure they are always at their best.