Managing a Contact Center Effectively

Managing a customer contact center can be a difficult task. You may be dealing with anything from a handful of callers to hundreds of them, all attempting to squeeze as many calls as they can into each work period, making one call after another and another. Keeping call center morale up is a big issue, as is making sure the call center service is up to your company’s standards. So how can you do it all effectively?

There are a number of contact center management procedures you can follow that can help you make sure your call center productivity is first-rate while you retain as many of your agents as possible.

Best Workforce Managment Practices for Call Centers

Effectively managing a call center is crucial as it can lead to an increases in efficency and customer satisfaction. Two of the most important practices for contact center management succes are monitoring calls and communicating with your agents.

Monitor Calls

One of your most important duties as call center manager is intermittently monitoring and evaluating each agent’s calls. Without good contact center analysis, it’s hard to know which of your agents are doing a good job, what they’re doing well and what they can be doing better. Your agents expect that you will be listening in from time to time — it’s not bad call center phone etiquette, it’s part of the job.

What’s important, though, is what you do with what you hear. Use what you hear to provide targeted coaching for your contact center agents. They may not know they’re doing something that’s turning off their leads, or that there’s a way for them to complete a call more efficiently. It’s your job to listen to what they’re doing and guide them to the right approach.

Communicate With Your Agents

You also want the agents to feel heard and understood. Call center service can be a rigorous job. Making call after call non-stop can be draining, especially if your agents are encountering a lot of resistance. Make sure your agents can voice their concerns and that they’re getting the help they need. Don’t forget to praise them when they do things well.

automated outbound call software
auto phone call dialer

Use the Right Software

This may be the most important aspect of running a successful call center program today. Automated dialing software programs, such as the kind provided by EVS7, can make your job exponentially easier. It can improve both employee morale and customer service.

What Is a Virtual Call Center?

Even if you run a call center, you may not be aware when you’re placing a virtual call. That’s because today’s virtual call centers are normally designed to give you the impression that your call is being answered by someone who’s located in a central office alongside other agents.

A virtual call center is a call center solution that enables your agents to receive and place calls from different geographic locations instead of your company’s physical premises. Virtual call centers give your employees the flexibility to work from anywhere. They also give you the ability to manage your agents in real-time no matter where you’re situated in relation to your agents’ work stations. A typical virtual call center consists of several small call centers in various locations or a team of freelance agents who work from their home offices.

What Are the Benefits of Virtual Call Centers?

Virtual call centers often provide benefits for small businesses just like they do for medium and large corporations. Some common benefits they provide include:

  • Reduced physical work space requirements
  • Reduced spending on equipment such as desks and chairs
  • Reduced employee turnover

Use Our Call Center Software to Create a Virtual Call Center

Call center software makes your operation into a virtual call center. Agents can log on from anywhere and you can monitor them from anywhere. Right away, your agents being able to make their calls in familiar surroundings can improve their morale and call center productivity, and your ability to monitor and supervise them from anywhere can improve your effectiveness as well.

With EVS7 auto dialer software, your agents also don’t need a phone and all the tedious mechanical dialing that goes with it. They can just click to start each call, saving more time and energy and potentially improving morale even further.

Once you have the right approach down, effective call center management can be much easier and more productive. To learn more about how to make your call center more efficient and more effective, contact EVS7 today.

pre-recorded phone messages