13 Things You Can Do to Manage Your Call Center Better
Managing a call center is not easy. It requires a lot of patience, time and experience to get the most out of your staff. If you’re struggling in any way with managing your call center, here are ten things that you can do to make it better! What are the best practices for call center management? #1 Stay on top of your staffing levels Call centers are designed to be as efficient as possible, and the best way for that to happen is if you have enough agents working when it’s busy. Make sure you’re getting the right number of hours from each agent so they can keep up with demand. #2 Clarify expectations Set clear expectations about how much time employees should spend handling calls versus managing other aspects of their workday (such as email). This will help them get through more calls in a day while still maintaining some balance between hands-on customer service and administrative tasks like following up on lost leads or processing paperwork. It also gives supervisors better insi...