If you thought your job was hard when fielding calls in the call center, wait until you try managing one.
Getting your call center right is essential for any business. With customer service playing such a critical role in retaining customers, you can’t afford for customers to have a bad support experience.
Are you wondering if there is anything you can do to increase the effectiveness of your call center? Follow the nine call center management tips below to run a better workplace.
1. Improve Your Onboarding Experience
You can expect churn in any customer service role. But that doesn’t excuse having a higher than standard employee churn rate. You can help solve this problem by improving your employee onboarding experience.
If you throw a new employee into the job without giving them the proper training, how can you expect them to do well at their job? It’s even worse when you have metrics they need to hit.
If you give your employees the proper training before hitting the floor, they will be able to handle their job better.
2. Get Your Scheduling Right
There are highs and lows to any job. But a call center can take the highs to an extreme.
If you don’t get your scheduling right, you’ll be understaffed when a high volume of calls starts coming in. When this happens, you’ll get a stressed-out team that isn’t doing well.
While you can’t know every time this will happen, you can try to predict it. Look at your history for call volume trends. Try to find the times when you start getting more calls.
When you know this, you can start making better schedules. This way you’ll have staff available during peak hours, and a few backups in case someone calls in sick.
3. Learn to Communicate Well
You can’t expect your team to be a well-oiled machine if they don’t talk to each other. Unfortunately, communication is an issue at a lot of workplaces.
Don’t sit back and let your team think that they can’t come to you or other managers about issues. If something is wrong, they need to know that their problems will be fixed.
Make sure you listen to your employees when they come to speak at you. If you show them that you care and listen, they will be less reluctant to go to you about issues. When you remove roadblocks for your team, they’ll be more productive.
4. Provide Incentives
Keeping your employees motivated is one of your biggest challenges. While you can create a pleasant work environment, it won’t eliminate stress for everyone. There is going to be pressure when things start moving fast
You can further motivate your team by providing incentives to the employees who do the best work. You can use any metric you track to assign rewards.
Your incentives can be anything from gift cards to a free lunch. If you want to be creative, you can provide something a little more unique.
Make sure you let your team know they have more than a paycheck to look forward to if they do their job well.
5. Give Good Feedback
Not everyone is going to be good at their job. But this doesn’t mean they can’t improve. All they need is targeted feedback that helps them understand what the problem is.
Spend time with your employees to give performance reviews. You can use this time to talk about the good and bad of an employee’s performance.
This time can also be used to suggest training opportunities. Make sure you have the resources your team needs to learn and become more skilled.
6. Empower Your Team
While it’s good to have standard procedures, things can be taken too far. There is a difference between micromanaging and letting your team do their job.
Allow your call center agents to develop a way of doing things unique to them. By giving your team more control, you’re allowing them to grow and become more engaged with their job.
Of course, there are times where you need to step in. But try to do this at a minimum and allow your agents to resolve things on their own.
7. Invest in Analytics
It’s hard to know what to change if you don’t know what’s happening in your call center. A call center reporting solution can help.
This software will track every metric important to a call center. You’ll be able to see your average call times, total calls, wait times, and many other metrics.
Use the data from this software to discover the areas your call center is lacking.
8. Segment Your Customers
Call centers handle a lot of calls. Not all of them will be for the same thing.
Segment your customers by what they’re calling in for. Do they need customer support, purchasing advice, return information, or order information?
You can better help your customers by dedicating part of your team to those service departments. Since they will be specialized, they’ll have more knowledge to help your customers.
You can move your customers through your queue faster by providing a prompt before connecting them to a customer service representative. Have them tell you what they’re calling about and automatically transfer them to the right department.
9. Track Customer Satisfaction
It isn’t enough to solve a problem for someone and send them on their way. You need to follow up to learn what their experience was like.
You can do this by providing a survey after a customer call that asks about the customer service experience. You’ll be able to get a better insight into the experience and potentially learn ways you can improve.
It doesn’t have to be a phone survey. You should have your customer’s email. All you need to do is send a survey email.
Work on Your Call Center Management Skills
Running a call center isn’t like any other management position you’ve been in before. Make sure you continue working on your call center management skills so you can run the most efficient workplace possible. Follow the tips above to get there.
Are you ready to bring more business to your call center? Head back to our blog to learn how you can start getting more contracts.