Any other mgrs of small call centers?

[MelissaLeopardi]

I'm a newly appointed call center manager. We have 9 employees in our help center. I would love to hear from other managers of small help centers about thier daily duties, challenges, etc.

Right now I'm in the process of setting up a way of monitoring the calls being made, and setting what types of aspects will be evalauted on those calls.

[Bill_LumbergTPS]

Melissa Leopardi---- You might try to sign up with Call Center Networking Group (CCNG) I think it's free to sign up. The Web site has a forum as well, although not as active as this one. It may be easier to schedule meetings through CCNG as many of the members in certain regions meet to network. You might want to check it out. Here's a URL: http://www.ccng.com/

hope this helps.

[MelissaLeopardi]

Thank you for your reply. I will be sure to visit that site.

[ronald_jon]

Is this outsourced? If so you would want to find out what was important to the client. If not what are the Key points to the call? i.e gathering the customer's information, saying thank you at the end of the call, resolving the customer's issue, etc.


Once you get these down, you could make a simple excel sheet that would apply weightings appopriate to how important each legend point is. Then use that to score the agents.