We always try to keep our agents happy, and inspire their loyalty by offering activities and packages that enable them to grow.” Finding the balance That is why we focus on multi-skilled agents and convince our clients to invest more in the workforce.”Īrnold also reminded us that call centers are notorious for having extremely stressful work environments, and therefore, agent retention is also a fairly high consideration: “fluctuation is another challenge I have to face every day in the call center, although, fortunately, agent retention is quite low at our organization. As we are fortunately an outsourced call center, we can transfer our agents more easily, if necessary, to work on high-priority projects. As Arnold noted, “w e’re constantly working on new methods to deal with labor shortage.
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Labor shortage affects a great number of sectors, and call centers are no exception. Interviews are an essential part of any call center’s activity, and so call center managers have to actively participate in the agent recruitment process.įurthermore, call center managers have to deal with other labor issues such as the lack of professionals in the industry. If you’re curious how you can use the valuable data your call center holds, make sure to check out our article on data analytics. One of the most important daily responsibilities of any call center manager is to provide reports on various aspects of call center performance, and then forward this information to the relevant departments in the organization.Īnd as we all know, call centers provide a goldmine of information, so it’s no surprise that call center managers typically rely on powerful reporting tools on a daily basis to process this data and create reports that can improve the call center’s overall performance. A call center manager’s daily task: reporting, reporting, reportingĪsk any call center manager what’s the first thing they do on an average day in the call center, and you can be sure that they’ll tell you: it’s reporting. And as we all know, a happy team is a productive team.
#Callcenter sales manager how to#
Talking to agents can provide valuable information on how to improve the call center’s operations, and also helps make agents feel they hold an important role, and are valued by the company. As we already mentioned in a previous article, you should never estimate the power of customer feedback. Since it is agents who spend all their time on the phone with customers, collecting feedback from them is another essential daily task for any call center manager. And as any call center manager will tell you, escalated calls are a major part of any call center’s average day. A great call center manager should not just give orders to their employees, but also get their hands dirty, overseeing agents’ performance, and intervene in escalated calls when necessary. Talk to agents and team leadersĬall center managers have to actively work together with their team of call center agents and supervisors on a daily basis. In fact, working as a call center manager is like riding a roller coaster – It’s a sometimes scary, but overall enjoyable experience.
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At a call center, calls come in all the time (including through the night), and you can never know what will happen the next day. Of course, there are certain routine tasks I have to carry out on a daily basis, such as reporting, reviewing KPIs and attending meetings, but what’s most important is the ability to be able to react immediately to issues as they come up.”Ī call center manager has to be prepared for anything, while also being able to function well under high pressure. “At a call center, no two days are ever the same. Read on, and find out what it takes to be like Arnold. We spoke to Arnold Vancsók, call center manager at Protocall – one of Central Europe’s leading outsourced call centers – who showed us what an average day in the life of a call center manager is like. Call center managers are expected to be able to see the whole picture and have mastered the ins and outs of the call center industry.Īlthough you may imagine call center managers to be powerful people, sitting in their offices, issuing instructions and delegating work to their employees, in reality, managers burn the candle at both ends. In reality, call center managers really do have a lot to deal with: when it comes down to it, they hold responsibility for the overall performance and budget of the organization, and ultimately create the foundation for a call center’s success.
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Have you ever wondered what a day in the life of a call center manager is like? What are the challenges they need to overcome on a daily basis?