My Call Center Software - 7 Secrets To Good Call Center Management -

7 Secrets To Good Call Center Management

by Janine Fritzgerald     Managing any business, especially a call center, is no easy task. The job requires the best people-oriented skills and disposition. It demands the highest form of leadership. With so many challenges facing call center management today, no wonder that most CEOs tend to shy away from this industry. Only a handful succeeds in this endeavor.     If you are in the call center industry and get promoted as manager, then consider these tips for good call center management. <ol><li>BE OBSERVANT Basically, this means that you should be aware of what's going on around the call center. Are the employees following policy guidelines? Do workers know about performance metrics? It's your job to ensure that they do. Being observant implies that you take note that little details of indiosyncrasies, attitudes and habits of your employees. This goes without saying that you should not spend most of your days in your cubicle. Mingle with your employees and attend to those workers that need your immediate assistance. </li><li>BE PROMPT Show leadership by example, even in reporting for work. If work begins at 9:00 am, then come 20 minutes before the time. How can you demand promptness when your people see you coming late for office? You should be the first person that your employees see when they report for work. In the same way, make it a point to leave minutes after closing time, not before. </li><li>EXPRESS COMPLIMENTS OFTEN So one of your agents successfully resolved a difficult customer's concern. Be there and compliment that agent in the presence of others. Recognize them for a job well done. Make it a habit to look for the positive things in an employee and praise them. It could be a fitting haircut, a well-chosen dress, a good fit pair of shoes, etc..This will boost the moral of the work force and show employees you care for them.   </li><li>INVOLVE EMPLOYEES IN SOLVING CONCERNS Some call center managers have the notion that, since they are the boss in the office, they know more than their employees. Nothing is farther from the truth. Managers should realize that there are employees who know better than their boss. With this in mind, try to involve your employes in finding solutions to call center issues. Ask for their input and feedback. You would be surprised by their intellect and grasp of the situation, and thus, offer a better solution than you can think of. Moreover, it would make them feel appreciated. If employees feel appreciated, they would strive for a good job performance and stay in the company. </li><li>GIVE FEEDBACKS OR PERFORMANCE RATINGS Each of your employee should know what is their job description is and work within the framework of that description. It would help if you give performance assessment and provide feedbacks as far as their job performance are concerned. You can then provide the necessary coaching or assistance to those employees who perform below par. </li><li>RESOLVE CONFLICTS IMMEDIATELY Office breeds a number of conflicts. You should try to resolve those conflicts in the early stages before they get out of hand. If you have successfully earned the respect and admiration of your workers, then it would be very easy for you to resolve office conflicts. Just a word of caution, though. Never, ever be the subject of conflict yourself. You can avoid this by treating everybody fairly and not resorting to favoritism. </li><li>DISCIPLINE DISCREETLY Let's face it. Some workers are bound to violate company rules or policy. Good call center management requires some form of discipline for these erring employees. Here's some advice to help you with the discipline process: a.) Be gentle and discreet with first offense. A simple but firm reminder will do wonders for first-time offenders. b.) Repeat offenders should be called in for a private discipline session. In this session, emphasize that the issue is about the offense, not about the offender. Try to let the offender paraphrase the offense in his own words and how he plan to correct the mistake. c.) End the session in a happy and positive tone. </li></ol>     Managing a call center is tough job. However, you will surely succeed and make a lasting good impression as a manager if you adhere to these proven strategies of good call center management.     (Janine Fritzgerald is a call center administrator for 5 years now. She began as a call center agent and then worked her way up to the company's corporate hierarchy. She is a Psychology graduate with Business Administration as secondary course. She lectures on call center management. She is also prolific writer. Her first book, “ The Real Deal on Call Centers” is a sell out. She serves as business consultant to call center software providers, including <a href="http://www.mycallcentersoftware.com/">www.mycallcentersoftware.com</a>. Janine lives in Connecticut with her husband and two kids. ) <a href="http://www.onlywire.com/submit?u=http://www.mycallcentersoftware.com/7_secrets_to_good_call_center_management.html;t=call%20center%20software;tags=call%20center%20software" target="_blank" title="Add this Article to Onlywire"><img src="http://www.onlywire.com/i/onlywire.ico" alt="" />Add to Onlywire!</a>

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