Resources Management in Call Centers

A call center’s main product is the service delivered by agents. The demands of the job require specific skills such as:

• ease in interaction with strangers;

• speech fluidity;

• good coping skills for specific actions.

Since an agent is expected to handle different cases together with different kinds of personalities of the callers, patience is also a requirement.

With these conditions it is necessary to handle the hiring carefully. Finding and keeping the right people for the job is one of the most difficult and crucial parts of call center management.

Incentive plans, bonuses and benefits are a key to employee motivation and productivity. Staff motivation is closely related to efficiency, efficacy and quality of a call center. If agents are appreciated for their successes, they get inspired to continuously improve.

Call center employees must deal with many difficult customers, their actions being micromanaged and monitored in the meantime. Under such conditions, low morale and a total lack of enthusiasm for the job are not uncommon to happen. It is up to call center supervisors and managers to create an environment where a culture of optimism can flourish. 

 

Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

How to decrease turnover rates?

Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

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