Skills Required to Manage A Call Center
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What Qualifications Are Required to Manage A Call Center
Managing a call center requires a working knowledge of call center technology, otherwise you run the risk of making bad decisions based on inexperience. Until someone has either worked in a call center or been exposed, they have no idea of what keeps it ticking. It is not just about answering the phones. It's knowing when to micro manage and when to trust your staff.
Great managers listen rather than talk. They know what it takes to motivate people, keep them productive and liking their work. Managers have to be flexible. Call Center jobs can be stressful and boring. It is not easy to be on the telephone for 6 plus hours a day and have every minute of your day accounted for. Good managers understand this and will spice up the call center with activities, contests, special days, etc.
"Someone Please Answer the Phone"
Great managers listen rather than talk. They know what it takes to motivate people, keep them productive and liking their work. Managers have to be flexible. Call Center jobs can be stressful and boring. It is not easy to be on the telephone for 6 plus hours a day and have every minute of your day accounted for. Good managers understand this and will spice up the call center with activities, contests, special days, etc.
"Someone Please Answer the Phone"
Managing By Default
Not Every Manager is Qualified to Run a Call Center
Why do some companies assume managing a call center is the same as managing any other department in the organization. Unless someone has worked in a call center it is hard to imagine the culture. There is so much technology in the marketplace for ways to optimize, categorize, analyze and dissect every aspect in a call center. And in order to be the manager it requires not simply management skills, but an understanding of technology.
In the smaller call centers I have noticed that those in charge in many instances lack an understanding of technology. I have encountered several call center managers who don't even know what an ACD is or how it operates, much less how calls flow.
It amazes me that some managers never call the center to see what happens to a call, instead because of their lack of knowledge, they wait until someone complains or upper management takes an interest in what is going on. Checking the center should be mandatory on a weekly if not more often basis.
Call Center Management on Fast Forwardthe most comprehensive source available on running a call center. It covers every aspect of call center management - service level,forecasting, scheduling, resource calculations, metrics,quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand.
In the smaller call centers I have noticed that those in charge in many instances lack an understanding of technology. I have encountered several call center managers who don't even know what an ACD is or how it operates, much less how calls flow.
It amazes me that some managers never call the center to see what happens to a call, instead because of their lack of knowledge, they wait until someone complains or upper management takes an interest in what is going on. Checking the center should be mandatory on a weekly if not more often basis.
Call Center Management on Fast Forwardthe most comprehensive source available on running a call center. It covers every aspect of call center management - service level,forecasting, scheduling, resource calculations, metrics,quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand.
Management Skills Required if You Want To Succeed
So what is really needed for this position. There are many qualities, traits and skills, but the bare minimum should be someone who:Understands the technology - what and how the technology (or lack of) is being utilized
Worked in a call center (preferably) - so as to understand the culture of call centers
Management experience - likes working with people and not afraid of conflict
Flexible - open to new ideas
It is a disservice to everyone in the organization if the person managing the call center has absolutely no idea of what they are doing. I have seen this far too often. In many instances the wrong person for the job is chosen because upper management does not understand the importance of this position. Bottom line - don't just fill the position, do the research required to get the right person.
New Did you know? Random Facts
by CallCenterStore
CallCenterStore
Call Center Store is a division of PTel Inc. located in Northern California. The company has been in business since 1993 as a distributor of enterpris... more »
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