Call Center Management Featured Article
Five Roles Call Center Management Should Create to Drive Better Outcomes
In the world of call center management, the activities taking place can lead to a variety of outcomes, depending upon the climate in which these activities are executed. To that end, there are certain roles that need to exist within the contact center. These roles focus on helping to motivate staff, communicating strategy and pushing key initiatives along to exceed set goals. All translate into tall orders, but with the right people in place, can be achieved.
ICMI recently released an infographic that outlines these key roles very well. Let’s take a look at five of these positions and whether or not they should be considered by your call center management.
Ambassador – this individual is in place to advocate for team members and their careers overall. They help the organization stay more focused on satisfaction and engage with the employee base. When this role is missing, it’s not unusual for employees to feel underappreciated.
Accelerator – this individual is very good at identifying ways to eliminate work that is wasteful or redundant. The position is important because it makes it easier to recruit high-performers. Likewise, if the contact center is lacking this position, the high performers tend to leave.
Galvanizer – the individual in this role generally rallies the team toward a vision of the future that is both meaningful and compelling. It’s key to success because it makes everyone feel included in the strategy and purpose. When this role doesn’t exist within call center management, employees are too easily satisfied with the status quo.
Connecter – communicating frequently through multiple channels is the key focus for the individual in this role. It’s important to the organization as it makes information easily accessible and it builds trust throughout the team. Overall, teamwork is improved. When the position is missing, the culture tends to have too much disconnected work and wasted time on the clock.
Translator – this key individual helps the team to understand how they work can impact the bigger picture – for better and for worse. The role is important overall because it leads to improved employee satisfaction and engagement. When this role is lacking, the resulting organizational culture tends to lean towards disconnected employees, missed opportunities and bad decisions.
While other roles can certainly contribute to an improved culture and better outcomes overall, these five are the priority that you should consider putting in place today if you’re ready to drive success beyond that of the competition.
Edited by Alicia Young