Managing a call center is by no means an easy job. You need to have the drive and passion to keep people motivated, the ability to make tough calls, and so much more. You probably already know that otherwise, you wouldn’t be here. If you’re feeling in over your head with the demands of the business, then have a read through the following as we go over a few tips to help you come back to shallow water.
Make Data Collection Easier
As the manager, you need to know everything there is to know about your business and you need to monitor company and individual targets. This can be quite a time-consuming task if you don’t have the right system in place. Luckily, it’s the 21st Century and computers are capable of a lot, so save yourself some time and invest in a program to take care of all your data analysis – click here for more information about call center analytics. This will give you time to take care of some of the other things churning away in the back of your mind.
Hire Only the Best
This might sound harsh, but you don’t want to be babysitting any members of staff that aren’t good enough, especially if you’re feeling a little overwhelmed. When you go through your hiring process, you need to make sure you hire enthusiastic people who have a fantastic memory and are brilliant communicators with a natural gift for customer service. Unfortunately, you can’t teach these qualities. Be brutal and take only the best staff – the less time you spend babying, the more time you can spend on other things.
Keep Employees Engaged
So, you’ve got your aces in places and everything is running smoothly, but this will soon change if you don’t keep your employees engaged. Staff morale and productivity are directly linked to employee engagement. This can be as simple as showing your face and being available for a chat now and again, or as much as putting on regular events or run competitions. When your employees feel valued, you will spend less time hiring new employees.
Provide Feedback Often
As well as feeling valued, your employees need to know what they are working towards and how they are doing. Create yourself a routine for providing personal feedback for everybody. Observe people’s work so that you can give them direct feedback. This way, not only will your workforce know where they stand, but you will work out trends so you can put staff training in place.
Delegate Your Responsibility
Finally, remember that you are the manager. You know exactly what your staff is capable of so when you are feeling weighed down with work, delegate some of your workloads to capable employees.
This is by no means an exhaustive list of things you can do, but hopefully, it offers you a starting point so that you can start implementing better practices. Remember, you’ve put the work in and you’re the manager for a reason.