I am very new to the business and have just secured a job as a contact centre manager...Do you have any advice for me in my first month in the job?
A new contact centre manager
Call Centre Helper Forum » Call Centre Management
(15 posts)
Hello, I'm sure you might be tempted to make lots of changes and enhancments to policies, working practices and so on. In the past I have been very frustrated when changes are put in place at a high level without running it past or getting the involvement of those at the front line that is Team Leads or managers and agents. If you can build relationships with such people and ask for their opinion, input and ideas I am sure everyone will benefit and potential pitfalls that may otherwise be overlooked can at least be considered reducing the stress on everyone and hopefully the by=uy-in to and success of any changes you put in place.
Posted 7 months ago
Consultation is very important if you are looking to make changes , I left my previous company after 10 years plus loyal service because of a lack of consultation on the changes they wanted to make and whether I was happy with them.
It is so important to do as John Maxwell has suggested so you get the buy in of all concerned and not an exodus
Posted 7 months ago
Thanks for the advice folks. I will be looking at performance levels but am more interested in improving the customer service angle. I am very much 'into' consultation as I have been at the wrong end of non consultative changes in working practices in the past!
Posted 7 months ago
I posted this also on Twitter and @Twinker says that the priority is to get to know your employees =)
Posted 7 months ago
An Exciting time then and no doubt quite Challenging - I'm sure it will go well - let us all know!
In the meantime Have a great and relaxing week-end :O)
Posted 7 months ago
- show respect, both for yourself and everyone else. Treat everyone equally
- work on “teamwork” - share tips, experience and ideas.
- give feedback - both positive and how to improve - your staff will then know what is required. Everyone likes to feel they are doing a good job, so don’t hold back – it is the easiest and most cost-effective solution to an immediate feel-good factor for your staff.
- listen to everyone within the team and take each other’s views seriously. With almost any issue you can find a diversity of views among your team members.
- Small positive changes in behaviour, small improvements in results, should be recognised and celebrated.
this article was recently on callcentrehelper;
http://www.callcentrehelper.com/b-is-for-boss-20989.htm
some great tips, good luck Newbee!
Posted 7 months ago
all good to be in with your team of agents, even better to know what's going on with your customers that they need the agent in the first place :)
dive in and get a grasp from both sides and you're sorted! best of luck!
Posted 7 months ago
Hi everyone. I'm 3 weeks in and it's going well with good staff and a clear remit to improve service levels (nothing new there then!)
I'm sorry to bring up the subject again but i am looking at resource levels :-(
I have established a 'calls per 30 min statistic' based on 3yrs worth of call stats which is fine. What i am stuck at now is factoring in lunches/sickness/admin/breaks to my resource predictions!
Does anybody have any simple calculations/methods to use?
Also whilst i'm on, is there a way to calculate such figures for outgoing calls and e mails as is used in the Erlang C calculator for incoming calls?
Thanks for your help so far and i aplogise if my questions are a bit basic....
Neil
Posted 6 months ago
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