Management Techniques for Call Center Certification
October 13, 2010
By Juliana Kenny
, TMCnet Managing Editor
Call center managers and supervisors are presented with unique challenges when it comes to improving the efficiency of the agents and the call center as a whole. Some helpful tips from an article from Bruce Belfiore, senior research executive for the Center for Customer-Driven Quality give the supervisor some insight into how to channel the initial excitement of his or her new position.
The first recommendation is to root yourself in your company’s goals and ideals. There is no better way to project your company’s mission than to embody it yourself. Belfiore stated, “When you are considering how to deal with a [customer], approach a problem, interpret an internal report, set your management goals, or coach an employee, use the mission statement as your North Star to be sure you are headed in the right direction.”
He suggests becoming quickly competent with the role of your position so as to set an example for other employees. “Seek out mentoring, training, and anything else that will make you confident and respected in the eyes of others.” Your personal goal should be to become the expert in your field so others will look to you for guidance.
The third suggestion is to develop a “servant leadership” type of role. When you let others know that you are available not just for guidance, but for concrete assistance with their workloads, then you will be respected. Put yourself on the working level of your employees so they feel like you are attuned to exactly what they are going through.
It’s all about communication, but learning to communicate efficiently is what makes a manager. If you can effectively communicate with a group as well as the individual, then you are on the right path for success.
Ultimately, integrity is what employees look for most in a supervisor. Do not overwork your staff, follow through with your promised intentions, and humbly apologize if you are unable to fulfill your word. As Belfiore said, “The key to good management is to be yourself while stretching yourself to fulfill all of these goals. It is not an easy task, but doing it makes for a satisfying and successful professional experience.”
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny