A VETERAN OWNED SMALL BUSINESS | Call or text now for a FREE consultation: +1 (770) 765-3692 | 
Top Tips For Managing Your Call Centre
Photo courtesy of Pexels
These days, all sorts of businesses have a need for a call centre. The truth is, these can be useful methods of contact with your customers. If you are in charge of a call centre, you know how lively and energetic a place it can be. One major thing you can learn to do over time is to use that energy, transform it into something positive for the customers. The thing about phone communication is that it is strangely powerful. It doesn’t matter that the customer cannot see the operator’s face. There is a lot of unconscious communication in the voice, and that affects the experience of the customer. That is why it’s so important to maintain the call centre, to manage it effectively. Even the slightest off atmosphere can affect a huge number of customers over the course of the day. But what are the secrets to running a call centre successfully? To answer that, let’s have a look at these top tips.
Lead By Example
This is something which any manager would do well to remember. Ultimately, like it or not, your staff look up to you. With that in mind, it is vital that you demonstrate the core qualities of the business which you wish them to embody. You need to be these qualities yourself in order to be able to expect it from others, that’s the truth. Nobody likes a hypocritical leader or manager, so be sure that you are never off duty with regards to this. The slightest hiccup is all it takes to destroy the effect.
Prioritise Security
Call centres have often been the subject of much scandal and disrepute. Often, this is a case of data protection being breached. The unfortunate truth is, this is all too easy to happen. As the manager, it is essential that you keep on top of the security side of things. Your customers’ information is sensitive, and it needs to be looked after as well as possible. You also need to champion ways of ensuring the identity of the caller, every time. Otherwise, you might find yourself in a lot of trouble. FFIEC compliance is paramount here, as you need to be sure of who is on the other end of the line.
Be Clear About What You Want
The most effective managers are those who express clearly what they hope to get out of their staff. If you are starting to notice that people are not quite adhering to your standards, then look into this. It is possible that you are not expressing yourself well enough. Make sure you give your staff guidelines for working, as well as fair but strict deadlines. Always ensure, too, that you give them a chance to query the request or ask questions. This two-way communication is the key to a smooth-flowing workplace.
Feedback
Last but not least, make sure you are providing feedback to all staff. This is not just important for the proper flow of the workplace; it is essential. It also means that your staff have the opportunity to regularly express themselves. This alone is a hugely beneficial to your staff, and you will soon notice the difference.
Bill Bartlett is author of 
(Sandler Training / 2016). Bartlett is an experienced Sandler trainer who plays an important role in Sandler’s worldwide organization and is recognized as a business development expert specializing in executive sales training and sales productivity training. He currently heads a Sandler training center in the Chicago suburb of Naperville, IL.
Effective performance measurement systems consist of high-quality individual measures associated with a strongly interrelated framework. Using this deliberately developed framework, leaders ascertain organizational performance quickly and accurately. The system itself should be economic to maintain and provide readily available updates typically necessitating a degree of automation. Quality systems present the same view of performance to a broad number of individuals within the organization concurrently. To achieve all of these qualities, each measure must be well thought-out and developed individually and then integrated into the collective system.
Jeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, 
Most leaders would likely answer “yes.” Yet every day in corporate America, business leaders neglect to take the steps that would give them a competitive edge. 
(Praeger / 2016). LRI is a global consulting firm specializing in leadership and organizational development. Morgan has worked with over 1,000 CEO and executive team members of the world’s largest organizations on improving corporate and executive performance. Jay is an executive coach and keynote speaker, and specializes in the advancement of executive women. For more information please visit 
Business Programs