Call Center Managers
Call center managers are not just leaders, they are the backbone of keeping agents happy while trying to maintain high levels of customer satisfaction. Leading a call center team is no easy task, but effective management is crucial.
To excel in this role, managers need a combination of leadership skills, problem-solving ability, and an understanding of how tech can play a pivotal role.
We’ll explore seven essential tips for call center managers to enhance their skills and optimize team performance, leveraging technology and call guidance software for maximum impact.
6 Tips To Master
1. Empower your agents
It sounds corny, but this can go further than you might realize.
Knowledge is power. Trusting your team to do their job without micromanaging will give them confidence. Which results in happier customers.
For instance, a Gallup study found that organizations with highly engaged agents experience a 20% increase in customer satisfaction and a 17% increase in productivity.
Additionally, research conducted by Harvard Business Review revealed that companies with happy and engaged agents outperform their competitors by 20% in customer satisfaction ratings.
This includes letting agents give input on their goals and if a KPI expectation is even achievable. We talked all about this with Clayton Drotsky on our podcast.
2. Data, data, but not too much data
We love data here at Abstrakt. But staring at a dashboard isn’t going to magically make your team of call center agents better. Which in turn reflects on your performance.
There are tools like call guidance software that call center managers should absolutely utilize to improve their team’s performance but that’s just one piece.
It’s been proven to positively affect first call resolution, average handle time, and even customer satisfaction scores. Utilizing call guidance software integrated with analytics capabilities to track agent performance in real-time, identify coaching needs, and tailor training programs accordingly.
3. Prioritize Employee Engagement
Happy employees are productive employees. But how do you prioritize your employees without affecting your customers?
Here are a few tips that have worked well for us and our customers:
- Implement and follow through with one-on-ones. This is the easiest way to get to know your team on an individual basis and sometimes you’ll be surprised by the feedback they give on their performance. Here is a great 1-on-1 template if you need it.
- Let your team give input on their KPIs and goals. Of course, you want to push them to hit stretch numbers, but if you don’t get buy-in there will be a disconnect.
- Give them a career path. How can they better themselves, how can they get a raise, how can they get promoted into management, etc? Give your employees something to work towards.
4. Implement Performance-Based Incentives
This builds off of number 3 as well.
Incentives can be powerful motivators for driving performance and achieving organizational goals. It can also help separate those who want to be there versus those who don’t.
However, the biggest missing piece when it comes to incentives is relaying the why behind them.
Management often forgets this part, which can cause issues in the long run.
5. Harness the Power of Automation
There are a ton of different ways to add automation to your daily workflows. Most important is the after-call work for agents. Your agents should be talking to customers or prospects, not spending hours dealing with post-call notes. That’s where tools like Abstrakt come in to help.
There are a ton of different tools you can look into that also help free up your time as a manager. From notifications to calls that need to be listened to, scheduling tools, and even forecasting automation.
6. Promote Collaboration and Knowledge Sharing
A piece that is often missing from teams is the ability to collaborate, especially in remote environments. Collaboration breeds innovation and fosters a culture of continuous learning. Encourage collaboration among your team members by promoting knowledge sharing, cross-training, and peer-to-peer support.
Encourage your team to lead different meetings, host monthly education sessions, or other ways to get them involved with the processes and goals of the company.
Conclusion
In conclusion, call center management is both an art and a science, requiring a strategic blend of leadership, technology, and people skills.
By embracing data-driven insights, prioritizing employee engagement, implementing performance-based incentives, providing ongoing coaching, and promoting collaboration, managers can unlock the full potential of their team and deliver exceptional customer experiences.
Leveraging technology solutions such as call guidance software is essential in achieving these goals, providing managers with the tools they need to optimize performance, drive efficiency, and exceed customer expectations in today’s competitive marketplace.