Call Center Management Featured Article
4 Tips to Improve Leadership in Call Center Management
The success of any organization is easily predicted by the performance of its leadership. If you have a passionate leader, focused on driving the company into the future – that will likely be the outcome. If leadership spends more time on the golf course than on the goals of the organization, success may be solely based on the deals secured on the green. For call center management, success in leadership is a little more complex.
Call center management solutions provider, Monet Software recently posted a blog on the topic, sharing a three-step process for cutting through the clutter in order to focus on what is most important. The three-step process includes a focus on metrics, workforce management software and putting customers first. While the piece shares them in that order, let’s mix it up a bit, examining how it needs to integrate with your leadership focus in the call center.
The Customer First
While it can seem like a call-back to the old mantra that the customer is always right, this is really more about designing your goals according to the needs of your customers. If you can do that successfully, the competition will have a hard time touching your base and taking away share. But you have to do more than promise the customer is first – it has to be noticeable in all strategies and execution. In order for that to happen, it has to start at the top.
Metrics
Every call center has to focus on metrics, whether you want to or not. It’s the only way to truly capture the cost of doing business and keeping operations under budget. It also gives you some insight into whether or not your actions support your outward promises. The important point here is to ensure metrics support the customer first philosophy and not the other way around or both are likely to fail.
Engagement
While you definitely want to lead by example, it’s always important for call center management to also drive engagement among the team. From coaching to quality monitoring to effective training, get your staff involved in the steps necessary to drive the results you need to dominate the market. When they are engaged, they’re much more likely to own the target and hit it in much less time.
Schedule your call center agents according to the goals you have for putting the customer first, hitting your key metrics and keeping your employees engaged. By doing so, you’ll keep all activities and agents on track and deliver better quality care for the entire customer base.