July 4th seem like an appropriate time to bring out a top 4 list. This week, we’ll be exploring the top 4 management tools that you can bring to your call center.
Your end goal as a manager is to achieve increased customer satisfaction, so the behind-the-scenes operations that you oversee need to work toward that goal. Though your customers may not understand the complexities that go into running an efficient, professional staff, they will most certainly notice if your staff is not trained correctly and there are breakdowns in your processes. To prevent this from happening, improve how you manage and organize your call center with our top 4 management tools.
Management tool #1: Call center agent training
Your call center agents are the frontline of your agency and, often, become the voice of the brand. Don’t underestimate how important call center agent training is – you need to thoroughly equip your staff with the correct tools, so that they can respond appropriately to customers and solve their issues.
The right kind of call center agent training should empower your agents, above all. The more knowledge agents have, the more they’ll be able to make decisions, know what processes to follow, and solve a customer’s problem without having to transfer the call or have to get a manager involved. Additionally, organizations that have more empowered agents have lower turnover, and their agents report higher job satisfaction. Investing in your agents’ training, therefore, is your first tool in managing an effective call center.
Management tool #2: The right call center technology tools
There is no shortage of call center technology in the marketplace; the tough decision is sorting out which technology is the most appropriate for your center and needs.
When researching various technologies, look for one that puts the customer’s needs in mind. Ask yourself questions such as: Will this investment shorten the average wait time? Will it route the calls to the most qualified agents? Will it record and monitor calls to help me offer better coaching? Additionally, you’ll have to choose whether you want a cloud computing system, and figure out if the complexity of the system will be burdensome for your agents to learn.
Don’t minimize the importance of the technology system you choose – call center technology is a tool worth researching and choosing wisely.
Management tool #3: Call center processes
A crucial tool in call center management is organization. What are your processes? How do you categorize how things are done? Call center processes include functions such as:
- Problem resolution
- Analyzing root causes
- Scripting and call guidelines for your agents
- Reporting processes
- Agent hiring and training
- Employee development
- Complying with industry and government regulations
- Managing your center to comply with overarching company goals
The list goes on – and is undoubtedly specific to your company. To comply with your center’s processes, what is your strategy? How does each piece fit together and affect the other pieces? How do you stay organized to keep your processes in place, and how do you prioritize?
Assembling a system that works for you is an essential tool in managing a call center. Invest in your own training, read books, and even reach out for mentorship assistance to help you arrive at a process that gives you a balanced way to manage your center.
Management tool #4: Get on the floor with your team
Do you know one of the best ways to earn respect from your team? Don’t manage from the comfort of your walled office; be willing to get on the floor with your team. Take calls. Attend training with your staff. Spend time with them, listening to calls, sitting with them, and hearing firsthand the types of customer experiences they’re having. If your managing philosophy is to sit in your office, send out emails, and coach from afar, chances are, you’ll have a hard time winning loyalty and respect from your team.
Our fourth tool, therefore, is to be personally involved. Be willing to do the same job that your employees do. If it’s an especially busy day, jump on calls yourself. The more you go through what your employees are going through, the more empathy you’ll have for them, and the more team support you’ll engender.
Have a safe and happy 4th!
We hope you put our top 4 call center management tools to good use this summer – they’re proven techniques to elevate your call center to the next level and improve customer service.
Happy 4th, everyone!