ExecutiveChronicles.com | 7 Helpful Call Center Management Tips | Did you know that the call center has its roots in the private automated business exchanges of the sixties? Since then, the job of a call center operative has grown to be one that can be isolated, making management tough. So do you know how to get the best from your workers?
Luckily, it is easier than you think. Read on as we discuss seven essential call center management tips.
Set Up Agent Feedback
Your agents are the first point of call for customers. They hear firsthand the wants, needs, and problems callers have. If you don’t give them a way to relay this information, you miss out on some of the most quality free market research.
Having a system for agents to set up feedback also boosts morale. They feel valued as an employee when they know their ideas and voices are being heard. This increases loyalty and will reduce staff turnover.
Improve the Hiring Process
Call centers very often employ anyone that seems to have the best qualifications for the job. However, one of the best tips for managers is to look beyond standard qualifications and experience.
This is because a great call center operative needs skills that are hard to quantify on paper. Great communicators, good listeners, people with patience and empathy will be suited. All of this makes the interview process one of the most crucial parts of recruitment.
Consider investing time and effort into personality tests for potential employees. Make sure you ask what their responses would be to real-life situations. Try to put them under pressure or time constraints when answering their questions.
Focus on Employee Engagement
It is no secret that call centers often have a high turnover of staff. Working in a call center can be a very solitary job. For an employee, it is easy to get bound up in their own work and foster a disconnect with the company around them.
Organizations that have higher employee engagement will find it results in higher customer ratings. Agents naturally form better relationships with customers, as they care more about the company and its success.
Employee engagement starts by talking to your staff. As previously mentioned, listen to feedback and ideas. Make sure you hold staff socials and have fun events to build team spirit.
Pay Attention to Scheduling
Nothing can deteriorate morale or halt productivity like bad scheduling. Imagine how your state of mind would be after working through the night for five days or after working for 12 days in a row. It can be easy to see scheduling as blocks of time but remember the human aspect as well.
Employees need time to rest and recharge. Make sure you are giving them enough downtime in their timetable.
Scheduling is not easy, even with small teams. Availability, peak and low hours, and levels of experience can all play a part. Consider going for a high-quality timetable software solution to help you work it out.
In the digital world, data is more important than ever. It should inform everything you do and back every decision you make. Hand in hand with data use comes goal setting.
Collate your current data using call center reporting software. From here, look at what is working and what is not. Decide upon one or two goals you want to set.
Next, create SMART targets for those goals. This means that they should be specific, measurable, achievable, realistic, and timed. Share them with your staff, or ask for their input on how to get there.
Once you have rolled the scheme out, don’t wait until the end to see how it has gone. Look at data to see if there are areas that can be tweaked and improved as you go.
Develop Quality Training
Training should begin when the employee starts at the company and carry on through their tenure. If you deliver training and never follow up on it, it can get forgotten.
Concentrate on the application of tasks. Break them down into three areas; learning, synthesizing and applying.
Learning is teaching the person in a board room or through role play. Follow it by letting them copy someone else in a shadowing position, known as synthesizing. Then finally, allow them to apply it themself.
Make sure feedback is systematic and individual. This lets you know the strengths and weaknesses of every employee. Find out where problems are occurring for them and help them overcome them.
Adequate, targeted feedback will let them know what they do well and how they can improve. Provide pointers and advice on what they can do better.
Consider Going Remote
The pandemic meant that many businesses went remote. For some, it became harder to operate and implement successful management strategies. However, for the call center industry, it was like not much had changed at all.
Agents that work from home can offer an increased degree of flexibility to your workforce. For example, you can hire them on short-term contracts when you get influxes and times of high business without having to increase space in the office or overburden full-time staff.
In addition, geographical limitations are lifted. You no longer have to look in the local area for recruitment. You can choose the best-trained operatives from much further afield.
Create a Plan for Implementing Management Tips
Now that you know the seven essential management tips, it is time to implement them. Create a schedule that lets you work on each one and bring it in at designated times. Making too many changes at once could have an adverse impact.
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