Call Recording Featured Article

Managing a contact center is no easy feat. There are the needs of the workers to consider, and the imperatives from management. Sometimes these two are at outright loggerheads, and making it all work falls on the contact center manager. A report from TechTarget shows basic do’s and don'ts when it comes to running that management slot.

First, don't make it hard for the customer; instead, be the company that's easy to work with. Customers want first-call resolution, and if it's done kindly, so much the better. Asking customers to repeat information or adding options to an interactive voice response (IVR) system that don't mean extra value for the customer is a sure way to make it hard for the customer, so streamline that system to win.

Second, don't lose sight of the forest for the trees. Metrics can be a wonderful thing, but if life is all about the metrics, the whole can fall apart in unexpected ways. If a company focuses on average call time above all, look for a lot of dissatisfied customers as call center reps encourage callers to hang up quickly to avoid getting in trouble with bosses. Just keep the metrics simple to get the most in return.

Third, focus on the long-term. Firing half the staff today is a great way to save money. It's also a great way to make sure future callers run into constant busy signals and logjams as what's left of the call center struggles to keep up. Remember that protecting the brand is vital to long-term operations, and providing a quality product should be first above all.

Fourth, stop trying to use old systems because that's how things have always been done. Instead, look at what the system most needs, and provide it; trying to “pave a dirt road” because the map says there's always been a road there might not be what the whole system needs. A “new road” instead might make for a shorter trip, saving gas and headaches for all who travel it.

Finally, remember to plan for success rather than failure, and don't forget the contingency plans for when things do go wrong to help get the operation back on its feet quickly. Remember that suppliers can be your best friends—these are the people who get you the materials to stay in business—and finally, remember to use data. Chances are a business is collecting plenty of it, and using the right analytics tools can make that data into actionable insight that can give businesses new competitive edges in the market.

In the end, it's important to remember that success in the contact center isn't easy, but with a few basic points in mind, it can be a lot easier to achieve at least some level of victory. That's a step up from none at all, and an outcome that's positive for all concerned.