New Call Center Manager

[marton19]

I am in a new position as a call center manager. It's a relatively small call center - 1 team leader, 1 supervisor, 15 CSRs. I am the only manager.

I plan on having a group meeting next week where we can exchange introductions. But, since I've never been a call center manager, I'm not sure what important points I should also be discussing, aside from basic admin details.

Any suggestions??

[Tele Ads]

The meeting you are proposing is an excellent idea.

Any call center manager, actually any manager for that matter, understands that to get the most out of their employees they need to create an environment here the staff is motivated and inspired to perform at their best. An introductory meeting will certainly be the first step in the right direction.

When holding your meeting I would suggest the following:

- If at all possible hold the meeting off-site. This will create a more relax atmosphere for everyone.

- Decide what you would like to know about your staff and then set the example by telling them these things about yourself. For example, if you want to know where they have previously worked (i.e. their level of experience), then tell your staff about your experience.

- As much as possible show a sense of humor and that you are approachable.

- Explain your management style as well as your expectations.

- Assure your staff they are allowed to make mistakes.

- A team bonding exercise could be beneficial.

- Above all keep the meeting informal. This is not the time to address any issues you may be concerned about, just keep the atmosphere relaxed and conducive to people wanting to express themselves.

[Jimmy Childs]

Congratulations! Give them an idea and ask for imput on long range plans including:
1. Customer service focus
a.training
b. manual
2. Agent manual
3. Agent training
4. Policies
a. attendance
b. dress code
c. fragrance police
5. Quality assurance
6. Expectations

[Coni Perez]

Congratulations! on your new post, I know you are excited and want to get off to a good start. I agree with Nick Kossovan, the off site meeting is great and I would include breakfast or lunch. I would also add at the end of your meeting: you will schedule a "one on one get-to-know you meeting with each person" and do schedule it as soon as possible. Your one on one meeting should be casual, as well, and you can obtain additional info on each person plus, clarify any of your/their questions.
Good Luck,

Coni Perez
Customer Personality Plus
Customer Service Training Seminars (English & Espanol)
281-481-9651

[mikael]

One of the techniwuest that I always found valuabel was the "weird problem/call of the day/week" contest. I had the reps present their entries, describing the details of the case and what they did about it for the rest of the team. It not only gave them a chance to vent, it also taught the other members some new techniques for handling difficult situations. An added benefit of the contest was that when a CSA was in the middle of handling a really nasty call, thinking that "wow, I'm gonna win the contest for *this* one!" really helped them to distance themselves from the emotion of the moment and to get the job done despite the challenge.

If you can have a quick daily meeting of the teams, this is a good one for those meetings too.

[Concise]

CUSTOMER EXPERIENCE

Regardless of your industry or specialty, the CUSTOMER EXPERIENCE is the single most valuable result of any call center operation.

This is my opinion, but I have been in the call center industry for over 15 years, and large or small, if you lose sight of the customer experience you will lose customers.

If you would like to chat further, feel free to email me @
Michael.Barker@pspteam.com

[massonck]

I am starting a call center for a Fortune 300 Financial services corporation. We are starting an outbound calling center designed to get our representatives appointments. I have no experience at this at all. Any sugestions on how to help in my success?

[mikael]

If you're starting from scratch to build a call center, you have a unique opportunity to do it right from the beginning.

As you design the process, build the org structure, hire the people and implement the technology, keep connecting everything clearly back to your overall corporate strategy as regards profit realization and customer retention. If you can't make a clear connection, that ought to be a large red flag.

Strategy --> Process --> People
----------------------------------------
.................Technology.............

The whole pattern should be kept in alignment by the use metrics that monitor the connection between the elements.

Where call centers get out of line is when they lose , or simply don't know, the connection to the overall purpose and strategy.

[pohleng]

I think it would be important to talk about your own management style and what you require from your staff. Some long and short term goals may also be appropiate.

[TM1 Stop]

33% Motivation / 33% Development / 33% Accountability

Development / Accountability
~~~~~~~~~~~~~~~~~~~
1) Set Expectations

2) Show them how (Or have you sup) ;-)

3) Have them show back

4) Let them go to grow

5) Follow up with recognition or accountablity / coaching

Motivation
~~~~~~~
Have fun. Run contests that revolve around what your goal is, but put the reward in your peoples hands.

Process
~~~~~
Make processes / Or follow current ones "Consistently"

Buy In
~~~~
Obtain Buy in with a lot of invlovment, from fielding suggestiong to delegating minor things to people who normally are not responsible

BE A VISIONARY LEADER and run that room hard buddy!

Anthony Marlowe
Vice President of Sales
Infinity Marketing Solutions

[Karsten Fuhrmann]

Hi all,

I don't have a secret or good looking phrases ... just this: use common sense.

You don't need to know everything about motivation (old discussion: can I motivate people?), techniques or processes. Just use common sense and ask things like:
- what will the customer expect
- if I were the agent, what would I think/feel about it
- how can I get loads of money

Don't waste your time reading book your competitors read as well. Just take your time and THINK.

That's the only advice I can give. Good luck!

If you wanna discuss:
karsten_fuhrmann@hotmail.com

[jmward27]

An old boss of mine took a unique approach to breaking the ice for his new staff in his meeting.

Before the meeting, he went in and taped $20 bills underneath the chairs of his new management staff. Once the people came in and he had an opportunity to introduce himself, he asked everyone to stand up, then stand behind his/her chairs. He told a short story (insert warm fuzzy, motivating story here) then concluded with "...that being said, I would like each of you to reach under your chairs. The point of this is to show each of you that good things happen when we get off our butts."

Somewhat cheezy, but definitely a good ice breaker.