Poorly managed call center

[jodyb65]

I am in middle management in the power restoration area of an electric utility and must deal daily with our call center. It is poorly managed causing very high turnover, poor attitudes, and the desire to unionize. At the management level, they are definitely not open to suggestions or compromise. I find lots of info online about call centers like this from a customer point of view or from an insider point of view, but not from my point of view - a department within the same company that must deal with this. Anyone out there in a similar situation that can offer advice on how I (we) can effect some positive change? Or maybe you work in a call center like this. Your input would be very interesting.

[dillon7579]

i hear what you are saying. i found that a telecom cost management solution helped me make these problems visible to upper management and allow (us) to manage erroneous charges, fraud and misuse. the solution my company purchased is amazing because it also shows upper management trend and forecast analyses of costs and usage. i would more than willing to get you more information and who you might want to speak to. dillon7579@hotmail.com

[Bill_LumbergTPS]

Jodyb65-- check out Brad Cleveland's book Call Center Management on Fast Forward and Carlaw's book Managing and Motivating Contact Center Employees. They're both on Amazon. Sounds like its really not working and if your call center manager isn't willing to make some changes you might have to go a level higher. I would suggest some training programs aimed to promote team spirit, encourage strong corporate values, and support a positive work environment. But you want this initiative to come from the top on down to make it most effective.

Dillon7579-- Maybe you can share with us your amazing solution (Web site) otherwise it sounds like marketing jargon from the company you work for with I am willing to bet on.

[jodyb65]

Thank you, Bill. Your words are reminding me that the best way to effect change is usually when the person or as in this case the department doesn't know you're trying to change them. I'll have to really think about this and maybe I'll get those books. Thanks.

[dillon7579]

I agree with Bill that for these types of initiatives to be effective you need them to come from a higher level. My personal experience is to get their attention you need to show them a way to affect the bottom line financially. I'm willing to bet that telcom costs is one of the top three expenditures. But how much information is available to upper management on the telcom costs. That is why an application lit SageLogic's TCM does wonders.

Bill the website is www.sagelogicsoftware.com

I would also agree on training in the areas of team spirit and strong corporate values. BUt then the question is budgeting or getting the sign off on the training. When I was able to present to upper management a detailed report on the financial cost of telcom we saw that our service providers were billing us irroneously, this savings and control of the cost in the future enabled me to justify the spending on training and development of my employees.

hope this helps..

[Bill_LumbergTPS]

Originally posted by dillon7579


I would also agree on training in the areas of team spirit and strong corporate values. BUt then the question is budgeting or getting the sign off on the training. When I was able to present to upper management a detailed report on the financial cost of telcom we saw that our service providers were billing us irroneously, this savings and control of the cost in the future enabled me to justify the spending on training and development of my employees.

hope this helps..

This service sounds like it would work for you if you want to provide a financial breakdown to upper management. But it sounds to me like the problem Jodyb65 is having is with the poor management of the frontline staff.

Either way you buy a management tool creating a cost breakdown or training you still have to have a budget. If you know its poorly managed is there really a need for a cost breakdown? No, you need to train both your managers and your agents. And don't forget to follow-up your training with on the job coaching in order to reinforce skill use on the job. Good luck Jodyb65!



SalesLogic location = Burlingame, CA (San Francisco)
dillon7579 location = San Francisco
connection?