Effective customer service is highly dependent on contact center management. It’s your leadership team that’s responsible for the direction of your company. Unfortunately, 77% of companies are currently experiencing a leadership gap.
Without solid management, your contact center can struggle to accomplish even the most basic tasks: hiring, satisfying customers, and increasing profit. But when companies take the time to train their managers, the results speak for themselves:
Now that we have emphasized how important your leadership team is let’s take a deeper look at your contact center managers: who they are, what they do, what skills they need, and how they can be successful.
A contact center manager is in charge of hiring, training, monitoring, and motivating contact center agents. They are responsible for crafting goals and setting objectives for the contact center that align with the overall organization’s goals. As leaders, they should provide reliable, efficient, and practical support to staff and customers, which leads to better performance and improved service quality.
A contact center manager should have the comprehensive knowledge, skills, and experience necessary to establish effective processes. In the end, they are responsible for how customers perceive your business and emotionally connect to your brand.
Depending on the size of your contact center and the needs of your organization, managers can lead either a small team of agents or oversee and manage your entire contact center. Whatever the case, they have the difficult job of balancing metrics and relationships to impact the company’s bottom line positively.
What does a contact center manager do according to their job description?
Contact center managers assist senior management in establishing contact center objectives based on their extensive knowledge of the services, products, and troubleshooting offered within the contact center. They should be exceptional communicators who are detail-oriented and possess a deep understanding of customers, agents, and outstanding customer service.
Daily, contact center managers supervise operations, aim to increase productivity, maximize efficiency, and promote cost-effectiveness. They solve problems, look at the big picture, analyze data, and adjust to processes as needed. The main goal of contact center management should be to lead their team toward achieving their goals.
As you can see, contact center management faces many challenges that demand attention. They must be able to handle a little bit of everything, from staff attrition to customer experience, productivity, and continuous quality assurance. This means that there are many skills pivotal to contact center management success.
In particular, there are seven essential contact center management skills.
One of the most significant responsibilities and most essential skills in a contact center manager’s arsenal is the ability to monitor employee performance. This requires leaders to collect and analyze contact center metrics to identify trends, prepare KPI-focused reports, conduct quality assurance, and make adjustments to improve processes and the customer experience.
The key is focusing on the right contact center metrics. Average call duration, resolution time, and several calls only tell you part of the story. Other QA metrics—measured using a quality evaluable technique such as Scorebuddy’s scorecards—Scorebuddy’s scorecards—offer better value.
Non-quantitative quality assurance metrics, like those outlined above, are far more effective at measuring and improving performance in the contact center. These metrics review agent and customer behavior to pinpoint deficiencies and proficiencies within the contact center to develop behaviors and processes that lead to an excellent customer service experience.
With so many expectations placed on contact center management, it can be easy to feel overwhelmed and overworked. Managers are responsible for keeping their teams enthusiastic, motivated, and successful, which is not easy. So how can contact center management do what needs to be done to create the best possible experience?
Before COVID-19, 50% of the workforce telecommuted at least part-time. So, how do all these responsibilities, skills, metrics, and habits relate to remote contact center managers? Easy!
While remote contact centers face unique challenges regarding work/life balance and cost savings, many of the basic principles remain the same. It is still about building trust, inspiring, influencing, engaging, training, and running a contact center team. But if you want to be a better virtual manager, here are 11 tips for success.
Successful contact center management is not easy, but it is more important than ever to get it right. Managers should be equipped to handle every situation that comes their way with the tools, skills, and resources they need.