Your task as a call center manager is to make sure call center performance is high as revenue would depend on it. There are several ways on how you can ensure this.
Managing a call center business is never an easy task. There is always pressure because there is an evident and abrupt need to monitor performance. Of all the types of businesses, call centers are different because operations heavily rely on the quality of call services the personnel are providing, In other words, call centers are different in that revenues rely on how persuasive and effective the staff are in handling telephone calls and marketing products and services via the telephone.
As a call center manager, your challenge is how to manage a pool of people who are of different personalities and demographics. There is a need to guide and manage these people accordingly and effectively as to ensure their performances are great and yielding to productive results. Here are several practical guidelines that are designed to help call center managers bolster call center performance.
1. Choose the best and most reliable personnel for the job. With this recommendation is the reminder that good call center management starts the moment you hire staff for your business. Hiring the right people is imperative because the business would heavily rely on them. Choose people who are good at carrying conversations, adept in the industry and very much motivated to work within a team.
2. Before allowing the hired personnel to go live or conduct call transactions, make sure they are properly and adequately trained. This is the reason why it is a requirement that any call center company should conduct and sponsor a special training program for its newly hired personnel. Be careful and be strategic when developing, designing and devising such training efforts. Make sure the series of seminars to be held would touch on key issues and concerns regarding overall attitude, listening skills, scripting, conversing, politeness, patience, persuasion, referral and effective speaking practices.
3. Call center operations basically run scripts. There should be a standard flow of conversation. Usually, a protocol or script is provided to personnel to guide them on how to handle a call or a conversation. When writing that script, be particularly attentive and open minded to know which lines would be polite, convincing and noteworthy.
4. Establish a good and effective system in monitoring team performance regularly. It would be advisable if you would be able to monitor how the team is faring on a daily, weekly and monthly basis. Doing so would help you immediately find out if there would be modifications needed for the flow or if your people are doing what is appropriate. Adopting a good call center performance metrics for personnel would also be of great help since there is a need to monitor the performance of each of the team members.
5. Build enthusiasm in the workplace. As much as possible, do not pressure the team to do good. Let them enjoy the workplace so that they would be more enthusiastic in reaching targets and goals. As a manager, you could do a lot in ensuing that the workplace turns really conducive for a pleasurable work.
If you are able to follow such tips, expect that in no time, call center performance would be significantly boosted in no time.
