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Sharpening the Skills of the Call Center Manager


TMCnews Featured Article

February 27, 2013

Sharpening the Skills of the Call Center Manager

By Allison Boccamazzo, Managing Content Producer

Whenever we think of call center training, we immediately consider the call center employees who are assisting customers and keeping everyday business smooth and afloat. While that is always great, there is one piece of the puzzle that is often left a mystery, and that is the call center manager.

Being placed in a managerial position is certainly not easy; it requires diligence, effective and quick decision-making and above all, understanding. So how do you become a “Super Supervisor?” There are some very important questions to consider when deciding if someone has what it takes to step up to the plate and hit a home run. Such questions as “Do the best call center managers have prior call center experience?” or “Is it better to bring in a supervisor who is from the outside or from within?” often arise.

In a recent article, Dr. David Butler (News - Alert) from Intradiem, a call center performance management software provider, tries to simplify things for us to best understand.

“A common statement I have heard for the past 20 years is ‘Why do companies promote the best engineers into management positions when they have no experience in managing people?’” Butler remarks, then posing the important question: ‘Should the person who manages a call center, coaches in a call center or supervises in a call center necessarily come from a call center background?’”

When considering whether to promote from within, Butler explains, “There is evidence…of great agents making good supervisors and assistant managers and other evidence of good agents making horrible leaders simply because they do not know how to teach others what they do so well. The critical item, before taking your best agents and potentially making them so-so or poor coaches or supervisors, is to determine if they can teach others their skills. If they can, then you have the chance to get a great multiplier by having this agent share best practices with others.”

Butler adds that promoting from within is perfect for what he calls “career ladder movement,” as it helps boost overall morale while at the same time preserves the same feel and authority over the organization as a whole without threatening what has already been established by bringing in an unfamiliar outsider.

Whether you decide to hire from within or from outside of the company, it’s vital to ensure that those who manage the call center are up to par and strengthened in their abilities to do so. RSSCP offers top-notch training and certification programs to ensure that your call center is running at full speed at all times. Offering a wide array of training courses and certifications related to call center management, telecommunications and outsourcing, RCCSP’s members include some of the most renowned names in the service and support training industry.

For example, the company offers such things as its Call Center Management Boot Camp, self-described as a highly-acclaimed, intensive, personalized, total-immersion learning experience. The course guarantees that participants will return to work “with a real process improvement or performance improvement project, selected and developed by you for your contact center or service desk.”

You can truly never learn enough about how to keep your call center at its very best. To learn more, click here.

Edited by Jamie Epstein

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