Being a contact center manager is not for the faint of heart. Stepping in as a brand new manager for a call center can be even more stressful and nerve-racking. That being said, here are a few tips to help make the transition process a little easier.

Showing compassion can help you build an engaged workforce

Although is it usually advised that you keep a professional distance from your employees’ personal lives, showing compassion during times of need can be the distinguishing factor between being seen as an “okay” manager versus being a great one.

From hiring someone with a stutter to offering support to an agent that wants to change career paths, it is important to embrace your employees and give them the help they need when necessary. Having a compassionate approach towards your employees will ensure that the call center atmosphere produces a happy and engaged workforce.

Give your employees the opportunity to voice their opinions

Giving your employees regular chances to pitch ideas to the management team is a fantastic way to ensure that things stay current within the call center. Furthermore, by putting these ideas into action, you can help to increase employee buy-in and additional engagement.

Familiarize yourself with any regulatory frameworks

It is important to familiarize yourself with the frameworks that your call center is legally bound to operate within. This is especially significant if you work in a department such as consumer finance. You should be fully aware of your responsibilities to remove clients from your calling list who have signed the National Do Not Call Registry. Failure to ensure compliance in these areas could result in your call center receiving a large fine.

Apply an effective recruitment and training program

In a contact center, staff turnover is notoriously high. You can save money by making sure that you are hiring the right people and training them correctly. If your in-house training team is not effective, consider hiring a specialist training consultant to assist you in addressing any HR problems.

Get on the phone yourself

If you have never worked as a call center agent before, pick up a headset and start talking. By doing so, you will gain a better perspective on the challenges your employees face on a day-to-day basis. This can help you tweak your calling strategy; being willing and able to get your hands dirty will also help you gain respect from your staff.

Another vital aspect of managing a contact center is ensuring that the software you use is doing its job and providing you with a real ROI. Solutions like our Verint Media Recorder Workforce Management software can make your job as manager significantly easier, while at the same time improving your contact center’s bottom line. By streamlining everyday processes such as scheduling, quality control, and training, you can be sure that everything is being done in the most efficient way possible. For further information about the products and services KOVA can provide to you and your call center, contact us today.