Call Center Managers: Do You Need a Reality Check?


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Call center managers are the people responsible for orchestrating the entire workflow for their organization. They are lauded when the organization earns profits or applauses; the same people are criticized when the organization does not achieve its goals.

This is why the contact center managers are always walking the tight rope. If your organization is failing in meeting targets, increasing performance or having problems with staff retention, then it is time for you to carry out some introspection or reality check.

As a manager you should not leave the problems behind in the building when you leave at evening. While carrying out the introspection first question that you should try and answer is why were you given the role of a manager in the first place?

There were some positive traits in your character that inspired the seniors to appoint you as a manager. These are your key strengths, which decay with time. If you feel that you have moved away from certain positives than try and bring them back again. Apart from this ask yourself certain pertinent questions such as:

Are your Levels Inspiring Others?

If you are not positive mentally, you can never inspire the team to attain great heights. The words and attitude that you will use when in a confident state would work like magic on the under-performing staff. You have to check upon your levels of commitment, loyalty, motivation and performance.

If the organization is not moving in the right direction, are you responsible for it in some way? If you are running low on motivation, commitment, loyalty or any other aspect go and talk to someone who holds a senior position. You need a coach to see you through this phase. Any frailty in your leadership would be noticed by the management, so do not hesitate in seeking help.

Get your frailty cured before it is felt by the employees. If the employees spot your frailty then the work philosophy of the team will go down.

What were the positives of your best boss?

While climbing up the ladder, you must have worked under various bosses. There would some that you would distaste, but there would be one who would be the perfect boss. Everyone has a person called “the perfect boss”.

Try to think what made the person perfect as a boss. What were the strengths of the person? You would find that the person had some of the below given positives:

  • He believed in the strengths of the employees
  • He was readily approachable
  • He always had time to listen to employee problems one to one
  • He asked for opinions, ideas and inputs from all employees
  • Though he was strict but treated everyone fairly
  • He did not have ego or control issues, he put the organization and employees over everything else
  • He was honest and open, if some of your requests were denied the manager explained why it was not accepted
  • He treated everyone within the team equally no matter what their designation or role
  • He was a good teacher who trained you using questions not giving lengthy lectures
  • He was very sociable and friendly, though professional

Is your team putting in 20% extra effort?

Everyone has a reserve of energy. Some of the employees choose to use that extra energy, while there are others who just like to cruise through the day. Yes, safe mode secures the employee from any major mistakes, but it is not ideal for any organization.

A good manager in any leading call center is always capable of getting that 20% extra effort from the team members. So, judge whether your team is putting in that 20% extra effort regularly with perhaps odd days of safe working.

Is your feedback having positive effects?

The employees look at their manager for feedbacks. Whether it is a positive or negative feedback, it helps an employee grow and improve himself/herself. If an employee has achieved something remarkable then go public about the praises.

This will give the employee a boost in self belief. The feedback has to be given after lot of analysis. Remember, you are the mentor of team members and it is your responsibility to help the employees grow with creative inputs.

Whether you lead a team for big data analytics services or contact center – this self finding expedition would bring out the positives in you. You would feel rejuvenated and confident in leading the team. This would help you get back to top form as a manager and help your organization attain the short term and long term goals.

Republished with author's permission from original post.

Alicia Gray
Alicia Gray is an BPO and outsourcing industry analyst, and writes about technology. Currently working with one of the business process outsourcing (BPO) services provider. My role has been instrumental in assisting businesses to choose the right BPO Services.


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