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Avaya Call Center Management System
Call Center Management System Project Report Pdf Sample

15 Best Practices For Effective Call Center Management

Call center management is, by no means, an easy job. It requires strategic vision, hard work, difficult decisions, the ability to motivate people to hit tough targets, and much more.

Effective leaders in the call center industry need to be familiar with every aspect of their business, lead by example, and work within strict budgets. It can be overwhelming at times.

It is a fundamental project management technique for defining and organising the total scope of a project, using a hierarchical tree structure. Each descending level represents an increasingly detailed definition of the project. It is a system for subdividing a project into manageable work packets, components. Transferring the system to the network allows standard access throughout the state reducing support needs and providing more rapid response to customer requests. Installing the automated call center allows the department to continue with the current staffing level and improve service, even as the number of calls increases.

To help you get out from under this overwhelmed feeling, and move you and your call center closer to success, we’ve compiled a list of the 15 best practices for effective call center management.

What Is A Call Center?

A call center (sometimes called a contact center) is a department, office, or team that handles incoming telephone calls from new and existing customers looking for answers to their questions or solutions to their problems.

In the past, call centers even carried out telemarketing and conducted market research. Over time, though, many businesses have separated these activities into their own departments to maximize productivity.

Call centers now deal almost exclusively with customers through a variety of analog and digital channels, including:

Phone
Email
Webchat
Social media
Text (SMS)
Video
Mail

With so many channels available, the workload can be formidable — for you and your team. To ensure your department runs smoothly and efficiently, it’s essential to examine the way your team works and refine your own call center management practices.

Best Practices For Call Center Management

1) Hire The Best Employees

It’s essential for successful call center management, but few managers put enough time and energy into hiring the best employees for the job. Call centers need people with a natural ability for customer service, good listening skills, effective communication skills, an excellent memory, and an enthusiastic attitude. It’s the intangibles like enthusiasm and ability to listen that often make the best employees.

And the tricky thing is, these traits can’t be taught. That’s why it’s so important that savvy managers take the time to screen new employees for attitude and aptitude.

2) Provide Thorough Onboarding

Hiring is only a very small part of successful call center management. Granted, it’s an important part, but hiring mistakes can be mitigated through a thorough onboarding process that teaches good habits and communicates your high standards.

We recommend putting special emphasis on training employees how to deal with customer complaints. The bulk of their calls will probably be of this type so it’s important to prepare them right from the beginning.

Make sure that your employees see customer complaints as an opportunity to provide great service rather than an obstacle that needs to be crossed. With a thorough onboarding program in place, your new employees will feel better able to handle any type of call that comes their way.

That makes for a happier employee, and ultimately, a happier customer.

3) Prioritize Employee Engagement

Call centers have a notorious reputation as difficult places to work. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job.

Attracting good employees starts with the hiring process, but minimizing turnover is a direct product of employee engagement. Effective employee engagement can be as simple as talking with your employees each day, or as elaborate as a team retreat.

Engagement activities like holding brainstorming sessions, or a team happy hour, can make your employees feel like part of a team, and keep them on point and ready to handle customer problems. Take the time to institute some employee engagement programs to keep your team’s motivation and performance at a high level.

4) Ensure Proper Scheduling For Effective Call Center Management

Working in a call center can be a high-stress job. That stress can have a negative effect on your employees. The moment they begin to feel overworked, their ability to perform at a high level decreases.

That’s where proper scheduling comes in. Giving your employees enough downtime to recharge and refocus, can ensure that your customers receive the patient and friendly service they deserve.

But even a small-sized team can be difficult to schedule. There are so many variables and moving parts to contend with that the job can seem well-nigh impossible.

Factors such as what is good for the call center, peak and low hours, employee ability, employee availability, and a whole host of others, can turn scheduling into a full-time job. That’s why it’s important to make use of the best tools available for the job.

A digital solution like Sling can simplify and streamline the scheduling process so you can focus less on just getting bodies in chairs, and more on putting together the best team for the shift. This can mean the difference between the highest quality of service possible and merely average service.

5) Communicate Regularly With Your Employees

There’s no experience like first-hand experience. Though you may not be on the frontline of the call center everyday, your employees are. They are familiar with the customer service process inside and out. That makes them more aware of where the problems lie, and perhaps more cognizant of what is necessary to fix them.

You can learn what your employees know by communicating with them regularly. Find out where they’re having problems. Ask them what they need to do a good job. Get their feedback on what’s important to the customers. And see if they have any suggestion for making things better.

6) Give Employees Targeted Feedback

Regular quality-of-service assessment is vital for the successful operation of any call center. Take the time to listen to your employees’ performance and then be ready to offer targeted feedback so they can improve.

Do this evaluation systematically so that you can gauge the abilities of each and every employee. And while targeted feedback can lead to profound change, sometimes it may not be enough. We suggest you establish an ongoing-training program to reinforce the standards you’ve set for your quality of service.

7) Use Data When Making Decisions

Just about all decision-making in business is driven by data these days. Your call center management should be too. Set goals and establish appropriate metrics to reach those goals. It’s important for managers to be familiar with the metrics that are most applicable to their employees and customers.

Once you’ve set your goals and established your metrics, gather as much data as possible using your call center software to gain insight into your operations.

Metrics such as Net Promoter Score®

Call Center Management System Project Report Pdf