Different Approaches to Call Centre Management

A call centre is a busy and fast paced environment where small alterations can accumulate to massive increases in efficiency for the department as a whole. If each agent is able to make just one more call per hour, imagine the potential increase for the overall number of calls made or received each day. Good management is key to an efficient contact centre, and so, when looking at ways to increase productivity, using new management techniques might be one of the most appropriate call centre solutions

One method that has been shown to increase productivity is spending more time with individual agents. Agents are subjected to a lot of listening to playbacks and automated responses during training, which is useful, but they could also benefit from discussing certain situations or calls they have just made with another real person who has done it all before. Training agents in this way also allows good techniques and positive behavioural traits to be flagged up as well as ensuring advice can be offered about way to improve. Encouragement is a great way of building confidence and morale, as well as increasing the productivity of your workforce.

Another management method to consider is that of using questionnaires to determine how existing customers view your level of customer relations. By looking at the results of surveys filled in by those receiving the service your agents are offering, you may gain a valuable insight into what customers respond well to as well as anything they would prefer your callers did differently. Acting appropriately and quickly in response to the findings is good call centre management and is likely to lead to both improved relations with customers and increased efficiency.

Finally, remember that good management measures efficiency across a variety of agents and over a prolonged time period. Accept that certain dips and peaks may happen and try to ensure you view any statistics and base any predictions on your call centre as a whole.