Call centre managers are well aware of the fact that they have a lot of responsibilities. Many are required to manage upwards of 20-30 people – that’s no small feat. Especially because phone agents have pretty demanding jobs, call centre managers need to find ways to lift the spirits of their team members. After all, being on the phone all day can wear on your emotional well-being.
The bottom line is that the best call centre managers know how to continually strengthen their call centre teams. Here are four ways to pull that off:
What is working on the phone if it’s not about communicating? Never forget that when working with the various members of your team. Make it clear that you are accessible – that you are open and available for conversations that will lead to their jobs being easier to handle. Offer consistent feedback that is of both the positive and constructive variety. Be light-hearted, affable and committed to making your call centre environment a pleasant one to work in.
Branching off of that last point, we must underline the importance of giving feedback. Your agents need your help to keep them on their toes. When there are opportunities for improvement in their performances, you must be the one to help them see what they are. At the same time, it’s your job to regularly exclaim “job well done” when necessary. Few things help to boost employee morale and therefore, productivity more than well-deserved pats on the back.
Naturally, you’ll need to know exactly what you’re providing feedback for. If you’re not listening in to calls, you’ll never really know. It’s not enough to shadow your reps (by sitting beside them as they take calls). That only allows you to hear one side of the phone conversations. By monitoring your agents, you’ll have an excellent handle on how to help them. Offering helpful tips along the way will ensure stronger performances going forward.
We’ve offered this tip up in numerous blogs of past. MeloTel’s Founder and CEO, John Meloche made it a staple of his work days as a long time call centre manager. Morning meetings start off work days on the right foot. They don’t have to be all business. In fact, they shouldn’t! Tell some funny stories, ask everyone how they’re doing and offer a motivational message for the day. It will help your workers to get fired up for their tasks at hand.
At MeloTel, we’re proud to offer call centre managers exactly what they need to strengthen their teams. Our Monitor/Whisper Control Panel allows them to listen in to calls live and as they happen. They can also whisper information to their reps without having the other parties hear it.
As well, our DaFeeder Preview Dialer is a call centre manager’s dream come true! It enables “Click 2 Call” dialing and online file keeping that totally revolutionizes the way companies manage their leads and calling campaigns.
For more information about these services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
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