5 Important Things Call Centre Managers Need To Do Before Starting With Their Daily Work: Fox For Live

Call centre industries are generally considered to be a stressful environment. Undoubtedly not for week by heart call centre industry managers do have the grace and tenacity to handle extreme pressure, and creating a pleasing and a better environment for all the call centre representatives without exceeding their budgets. Call centre agents here essentially pave out the different ways of a successful contact centre. Given here are the five great and effective ways a call centre industry manager needs to do before starting with their daily work.

Having an eye on your technology: As a call centre industry manager you need to understand and know what has been working out for you and what has not. Technology is something that has been evolving each and every day and though this is something that sounds to be tedious, technology does have so many moving parts that would help you understand and know how to stay ahead of your competitors. And when something does not seem to work out for you would be able to rectify it on early basis.

Sitting on the hanger: Call centre agents would rarely end up the calls themselves; they would either say a good bye, or the caller hangs up or the line going dead. Sometimes even if the landline does not go dead, you have the caller gone and the line continues to remain open or it just hangs. So if you are an honest and a true call centre representative with good work ethics, you would then terminate the call button and then move on to the next one. The other alternatives here that most prefer to do are sit and relax for a while. And according to any telephony software you are still on a call and working hard and no one would even bother to ask you why on earth are you sitting and doing nothing.

Being a true leader: A call centre manager is generally considered to be team leader, with a role to lead the team of all call centre representatives and the supervisors. This would here mean to be present for your team and give them all the support and advice that they acquire especially in terms of support and advice, coaching and development, and essentially guiding them to gain success for each and every activity that they do. Have a five minute meeting conducted each and every day in order to get your call centre representatives pumped.

Getting your hands dirty: Have you ever received a call and acted as a call centre representative. If no you would then be surprised what you could actually learn from this. Use a headset and begin talking. By doing so you would gain a clear idea and understanding on the challenges faced by your call centre representatives, helping you tweak your call centre strategy. Getting your hands dirty at times would also help you gain some respect from the other employees working within the call centre industry.

Checking out the breaks: As a manager of the call centre industry it does become important to check and know when did the break of an agent begin. Is it during the time when you have the unavailable button clicked or during when you are having a walk out from your office. This is the most important thing you would need to have a look at, as when it comes to a call centre industry there are plenty of opportunities made available within the latter.

So what are the other things you feel a call centre industry manager has to do before beginning with his daily work? Do leave your thoughts and comments below and we would be happy to add them to this list above.

Author Bio:

Abhishek Jain has over 10 years of experience within the Business Process Outsourcing (BPO) Services and Contact Centre Services Malaysia. He began writing blogs to educate the call centre organization on how they could improve on the customer’s experience.