Top 5 ways to manage a call center

Managing a call center will not go down in the history books as one of the easiest jobs in the world. Dealing with high turnover, rude people on the other end of the line and crabby employees is not exactly the most tantalizing option for employment.

Game as you are, you took on the task of managing a call center. If you decided to use call center agent coaching software as an aid for your employees, congratulations. Your job may have gotten just a tad bit easier. Not by much, mind you. Don’t forget that your employees are still calling people during dinnertime!

Here are the top 5 ways to manage almost any call center. These tips may help dull the daily headache that accompanies your end of day commute.

#1) Patience

Your employees can only do so much. Spending hours trying to talk to people who have no interest in talking to them can be hard for almost anyone. Chances are, you’ve been in that boat yourself. If one of your employees isn’t doing as well as his or her colleagues, don’t just write them off. Kindly guide them in areas where they can improve. A gentle nudge and help from call center agent coaching software will go a lot farther than yelling at them to “Sell, sell, sell.”

#2) More Patience

It’s a tough job. As you were probably on the phones yourself at one time, you know this better than anyone. Take any opportunity you can to treat your employees well. Start “Pizza Fridays.” Come up with contests where employees can win cash and other valuable prizes. You can’t do your job without them.

#3) Be encouraging

If you were a cheerleader in high school, your skills in this department will come in very handy. Let new employees know that everyone isn’t a superstar their first night on the phones. Tell them some of your own horror stories about your time on the phones. All of this will go a long way towards assuaging the nerves of anxious newbies.

#4) Be a Leader

Always practice good work habits in front of your employees. Be on time. Talk to everyone in your workplace with a high level of respect, no matter their job title. If your employees feel that you respect them, they’ll be more likely to weather the storms of curses and hang ups that they’ll experience.

#5) Be a Teacher

Your employees are only as good as the people who taught them. Take every opportunity to make your employees better at their jobs. Call center agent coaching software can be of great assistance also.

Being a leader is never easy. Teaching tools such as call center agent coaching software will lighten the load considerably, but there’s still a lot of work that you’ll have to do yourself. If you know that even the best leaders have bad days, those end of day headaches could be a lot more tolerable. –Drew Hendricks, http://www.business2community.com/strategy/top-5-ways-to-manage-a-call-center-0330500#wMskEbuPCpIvP1iM.99