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5 Qualities Of A Successful Call Centre Manager

Managing the agents of a call centre is not an easy task for any manager. To make a highly productive team, its important to be a successful manager. Here are the top 5 qualities a call centre manager should have.

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5 Qualities Of A Successful Call Centre Manager

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  1. 5 Qualities Of A Successful Call Centre Manager

  2. Without a doubt, call centre managers have a very tough job. They have to create an environment where the agents and customers are satisfied. Here are a few qualities every successful call centre manager possess.

  3. Communicate With Your Agents

  4. Communication is the key in any organisation. Since your agents are constantly interacting with the customers, they can be asked to review or provide feedback to improve overall productivity. Also, with regular meetings, you can attend to the agent's problems too.

  5. Focus On Agent Retention

  6. Agent retention is a problem for almost every call centre manager. Engage your agents in workplace activities, and reward them for their performance. Keep your agents empowered so that they feel comfortable in the company and enjoy the workplace environment.

  7. Train Individually

  8. Every agent is different, and each one of them faces different type of difficulty. By providing targeted training to your agents, you make sure their weak points are attended to. This helps in building a strong, and well-rounded team for your call centre.

  9. Think Like An Agent

  10. By putting yourself in the agents’ shoes, you will be able to understand their problems better. This also earns you the respect of your agents when they see you trying to be a part of a team and not a boss. You make better strategies for your agents and help them perform better and improve their performance.

  11. Use The Latest Technology

  12. It is essential to be always updated with the technology. Having the latest call centre technologies for your business will make sure you get all the essential customer interaction data. You can even monitor your agents’ performance better in real-time, and help them with the call if needed with call whisper and call barging.

  13. To be a successful manager of an efficient call centre, it takes a lot of effort. By following these simple things, any manager can become successful while also gaining the respect of his colleagues. For the latest technologies for your call centre, count on Acefone.

  14. About Us Acefone delivers cloud-based communication services like hosted phone system, free phone number, and contact centre solutions. We offer call centre solutions for businesses that gives seamless communication with cost-effective plans. To know more visit: www.acefone.co.uk or you can call us at: 0800-084-3663

  15. Check Out Some Other Slideshares Connect With Us

  16. References •How To Foster Collaboration In Your Call Centre Team – Acefone •Image Credits - Shutterstock

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