Being the call or contact centre manager isn’t easy. You’ve got to be confident, a leader and have an upper lip that’s stiffer than Basil’s Brush.
But this is also a very rewarding career with a rather enticing pay scale.
The way customers and companies are approaching telecommunications customer service and sales is changing, and as a reaction, so is the way call and contact centres need to be managed.
So, while customer service and satisfaction remain key, if you are going to make it in a management position, you’ll need to know how to hold the floor, meet targets and be a step ahead in the race for the big job – and that means inspiring success from those around you.
Incentives are a great way to motivate. Whether it’s a day off in lieu or a week off in Barbados, prizes are the secret turbo boosters to give power to your people.
Obviously, the size of the prize needs to reflect the achievement, so don’t give away a weekend spa retreat to someone for making their first sale.
Display only winning stats so as not to name and shame but rather inspire friendly competition. Visual aids to show how people are improving are great motivation too.
Team briefs are the best way to communicate – and get everyone to speak on message with each other.
While this might sound elementary, it takes all of the gravitas of Mr Holmes mixed in with the humour of Dr Watson to set a charismatic tone that gets everyone involved.
Core briefs help get staff more involved with the company, too, and can inspire that team mentality.
But remember, team meetings don’t just need to be about the job. Have five minutes of fun where people speak about themselves, their interests or even what they did at their weekends.
Well, maybe not Kevin: don’t let Kevin speak about his weekends!
Really try to take on board what each team member says, and work on helping each individually.
Listen in on calls, but not in a controlling way – give your team confidence to be themselves at their best, even when you’re around.
Discuss what’s happening in the company and on the floor with the advisors. They’re the infantry, and their feedback and attitude is of the utmost importance to you.
When it comes to new starts, team them up with like-minded people to help them learn and adjust quickly.
But remember, above all, you are the boss – and it’s up to you whether you get the best results.
Looking for a change or want to take the next step? Search the latest Call & Contact Centre Manager jobs now.