The call center environment is challenging to work in, but especially to manage. You have to train and motivate employees to perform in a hectic setting, under significant pressure – and often with the added complications of upset customers or difficult troubleshooting. Lead your call center team successfully by following these best practices:
1. Communicate Openly with Your Team
Make sure you’re regularly checking in with your employees. Ask how things are going, get their feedback, and offer support on any issues they may be experiencing. Open communication ensures you catch and alleviate issues while they are still manageable, and builds trust with your team.
2. Get Your Agents Invested
If you want your agents to be engaged and internally motivated to truly desire to provide the best customer service possible, you have to get them invested. Don’t just give orders, but instead discuss the value their work adds and why it is important.
3. Gather and Use Data
The most effective management strategy for your call is one based on objective metrics. Track key performance indicators (KPIs) such as average time in queue, average handle time, and customer service ratings, to see what’s working and what needs improvement.
4. Contribute Alongside Your Staff
To truly understand the challenges your call center agents face and what solutions and tools are needed for them to succeed, you have to experience it firsthand. Occasionally contribute alongside your staff and field customer calls. You will be in a better position to help your employees, and also makes it clear that you’re a team player.
5. Empower Your Employees
Make your call center more efficient by reducing the need for agents to escalate customer matters to management. Empower your employees to make their own judgment calls, as much as possible. Not only will it save time, but the accountability will give them a sense of ownership and satisfaction once it’s resolved.
6. Prioritize Effective Onboarding and Ongoing Training
A lack of effective training puts your call center at risk of providing poor customer service, even if your agents have the best of intentions. Prioritize thorough onboarding for new hires, as well as ongoing training to keep employees’ knowledge up-to-date.
7. Offer Incentives to Motivate
It’s inevitable that complacency can set in from time to time with your call center agents. Spark their motivation by offering incentives, such as a monetary award, gift, or other perks, for meeting goals. Tailor your incentive to make it appealing to your team, to prevent inadvertently being patronizing.
8. Keep Your Top Performers Satisfied
Call centers can experience high turnover, which can negatively affect productivity and customer satisfaction. Improve retention by keeping your top performers satisfied – ask for their feedback and have regular conversations about their longer-term professional goals, so you don’t lose them for any preventable reason.
9. Tailor Your Coaching
Flexibility is an essential trait in being a successful leader for your call center team. Since it’s composed of individuals with particular tendencies and preferences, tailor your coaching from employee to employee, so they can learn and be motivated in the way that naturally works best for them.
10. Hire the Right People
A successful call center leadership strategy starts during the hiring process. Hire the right people by clarifying what you need in a call center agent, and then systematically targeting and evaluating candidates based on those qualifications or traits. If you want to streamline your hiring process while still landing qualified candidates, a staffing agency can help.
Contact RPC Company Today to Find Call Center Talent
Find top talent to join your call center team with the help of the RPC Company. RPC has been working with employers in the Dallas, Fort Worth, TX, and Springfield, MO areas to help them with their staffing needs, including temporary, temp-to-hire, direct hire, and more. Contact RPC Company to learn more about our employer services.