It can be tough to be a new call center manager. Call center management is demanding and requires a delicate balance of people skills and technical know-how. While it may seem like a straightforward job on the surface, there are many potential pitfalls that new call center managers can fall into. Making mistakes is part of the learning process, but here are some common mistakes that new call center managers make – and how to avoid them.
1. Not Setting Expectations
A call center manager’s most important aspect is setting expectations for employees and customers. If you do not set clear expectations, you can end up with unhappy employees and customers. To avoid this mistake, make sure to communicate your expectations clearly and concisely to all members of your team. Create a contact center management where all team members can easily reference your expectations for performance. It would help if you also established the consequences for not meeting those expectations. This will help ensure everyone is on the same page and knows their expectations.
2. Not Defining Key Performance Indicators (KPIs)
One of the most common mistakes new call center managers make is not properly defining key performance indicators (KPIs). KPIs are the metrics by which you will judge your call center’s performance and its employees. Without KPIs in place, it can be difficult to track progress and identify areas for improvement. To avoid this mistake, take some time to define the KPIs that are most important to your call center’s success. Common KPIs for call centers include average handle time, first call resolution rate, and customer satisfaction score.
3. Not Training Employees Properly
Another common mistake new call center managers make is not properly training employees. This can lead to confusion and frustration on the part of employees, which can impact their performance and the overall quality of service the call center provides. To avoid this mistake, make sure to provide comprehensive training to all of your employees. This should include both technical training and people skills training. It is also important to keep up-to-date training so that employees constantly learn new skills and techniques.
4. Focusing Too Much on Statistics
While it is important to track statistics to measure your call center’s performance, it is also important not to focus too much on statistics. If you become obsessed with statistics, you may start making decisions based on numbers rather than customer needs or employee satisfaction. This can lead to bad decision-making and ultimately hurt your call center’s success. To avoid this mistake, try to find a healthy balance between focusing on numbers and people. Remember that the ultimate goal of a call center is to provide excellent customer service, not just achieve good statistics.
These are just a few mistakes new call center managers can make. If you are a new call center manager, try to avoid these mistakes to set your call center up for success. And if you make a mistake, don’t be too hard on yourself – everyone makes mistakes, and learning from them is important. With time and experience, you will become a successful call center manager.