Advise From an Experienced Call Centre Manager

[Rishi]

Based on experience, from a Call Centre Manager's point of view I would like to know

1.Whenever you've driven an action plan to solve an issue in the call centre - how long did it take to see the fruits of your labour? Macro & Micro View. Please provide examples if possible.

2.Breakdown of your metrics and what were your targets and your achievements - work on ratios as well if possible.

3. If you were not given a budget (money), how would you motivate your call centre agents?

4. How do you keep yourself motivated?

[Saramencia]

Originally Posted by Rishi

Based on experience, from a Call Centre Manager's point of view I would like to know

1.Whenever you've driven an action plan to solve an issue in the call centre - how long did it take to see the fruits of your labour? Macro & Micro View. Please provide examples if possible.

2.Breakdown of your metrics and what were your targets and your achievements - work on ratios as well if possible.

3. If you were not given a budget (money), how would you motivate your call centre agents?

4. How do you keep yourself motivated?

Rishi,
1. The time will depend of the area where you are solving the problem. But in my experience, 15 days its ok. I will give an example: If your action plan is about sales (increasing sales) you have to define the problem root and the decide on it. I was having problem with my sales force because they kept saying the "work list had a very high percentage of incontactabilty", that wasn´t the real problem, the real problem was they need to focus and the supervisors weren´t following them properly. Results? ONE WEEK!
2. All targets, metrics and achievements have been broken in any moment! You are not the only one that have not achieved targets, the only thing you have to make is REACT SOON, meet your middle staff find WHY and then compromise your FRONT LINE to a higher target next month or week.
3. If your staff is not of sales, you can create an recognition program that could involve: Free days, Honor wall, special trainings, etc (you can find a very good material in this forum). If your staff is from Sales...mmmmmmmmmm, you need money! I am sorry, can´t tell you other thing.
4. If you like your company and what you do do it´s easier: just focus, ennjoy and act better each day, leave behind the bad thinking and start positive always a new day, think in your staff, they need you! Don´t let them alone. If you don´t like or your company, or what you do and you sum that you don´t like your boss ;( , automotivate yourself as long as you can until you find a new job!.

Good luck,

[Rishi]

Thank You, Saramencia.