A Quality Call Center begins with Quality People
The main focus of a quality call center is to provide excellent
customer care to retain
There are many different aspects of
running a quality customer service call center, none more important
than any other...
people to equipment, there are many things
to think about.
centers may have the same type of structure, but
by no means are they run the same way.
Some low quality call centers may focus more on simply getting the
calls answered, leaving little focus on good customer service (ugh!),
while others spend hundreds of hours training their agents to provide
the highest quality customer service available.
Starting with the top, and working our way down I will show you the
important roles the different call center people plays.
So who are these folks?
all begins with the operations manager, sometimes
also known as a call center manager. They are responsible for all
departments within the call center, as well as relations with all
outside contacts such as maintenance, vending, payroll, human
resources, or any other company the call center works with.
- The shift supervisor is the person that
communicates between the operations manager and the team managers,
ensuring everyone is on the same page. They will produce reports that
are needed and make sure all team managers report directly to them in
regards to problems with things such as attendance, call times, and
customer satisfaction rates.
- Team managers spend their time on the call floor,
coaching the customer service agents in a positive manner when it comes
to attendance, quality, policy adherence, and following procedure.
Customer service agents would report directly to the team manager in
all aspects of their work including calling them when they will miss a
day, or coming to them when they have an issue they cannot correct or
handle on their own. This position is one
that you will have
to stand out as a positive role model, knowing that what is said and
done by a team manager is what sets the tone for everyone else.
- Training is an important aspect of running a quality
call center, as customer service agents will not appropriately
represent a company without it. Within a training department, there is
usually a training manager that oversees trainers on a daily basis and
reports daily achievements and problems to the operations manager.
- Quality assurance is monitored within a call center,
to ensure customers are receiving the best possible experience when
calling in. Quality teams will consist of a manager within the
department who reports to the shift supervisor, and a team of agents
who listen to customer calls and score them on a number of things.
- Without an IT team, the call center simply cannot
run. They are the ones to keep the equipment including phones and
computers running smoothly so calls can be answered in a timely
fashion. The IT department will usually report to the operations
manager, but all departments will report to the IT team with problems
that need to be addressed.
- Last but certainly not least is the bread and butter of the call
center. A customer service agent is what makes a
company. Without them, there is nothing to operate, as they are the
ones whom are relied on to represent the company and take care of any
customer contacting the company. There is a lot of
an agent to deal with on a daily basis as far as keeping within policy
and procedure guidelines while sometimes dealing with irate customers
and still keeping a smile on their face.
In all honesty, of all different aspects of a call center, customer
service agents are known to have the highest turnover for many
different reasons. To lessen the turnover in a company all departments
must operate effectively with each other to provide the agent with
essential needs such as support and ongoing training.
Without it, the agent
simply cannot deliver great service to the
The quality of our work
depends on the
quality of our people.
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