The only thing harder than working in a call center is managing one. Incredibly high standards cause stress and can lead to massive turnover rates. Sometimes it even feels like you're about to fail, like when companies hire five managers for over 400 agents. And, in case senior management isn't tough enough, there are the customers. Ana manages a team of 10 customer service reps at Sticker You, and told me about a customer who wanted a photo printed on a sticker. The customer used her smartphone to take a photo of her computer screen, which displayed the actual image she wanted to print. She then scanned the phone and sent the scan to Sticker You. The weirdest part? It happened more than once.
Managing a call center well is not easy, but it is possible. You can do this successfully and learn from others in your industry who already are. To that end, I've put together five best practices for successful call center management. Let's get started and maybe make your life a little easier.1. Track customer experience Deloitte's most recent 'Global Call Center Survey' asked call center managers what changes they have seen in the industry in recent years and how they plan to do business differently in light of changing conditions. of the market. These six slides provide a quick graphical overview of the trends identified by the survey.
Five best call center management practices you should know (slides from the Global Contact Center Survey)Call center managers began prioritizing customer experience and satisfaction over revenue in their KPIs in response to the subsequent prioritization of CX improvements over call center revenue. calls. If you're not already using customer surveys to collect and present customer feedback as a measure of customer satisfaction, start now. Don't stop tracking revenue, of course. But if your bosses want to know how business decisions impact CX, solid historical data is your ally.