The success meter of any company, be it big or small can be easily predicted by the performance of its leadership.
With the proper leadership and the right team and resources such as the best call center software available in the market, your call center business can run smoothly. If you have a passionate and a determined leader who is focused on steering the company into a better future, success is assured.
If the company leadership spends more time on planning goals than working towards the goals of the company, then the company success may be solely dependent on the deals secured, and not actual progress.
For call center management, success in leadership is a little more complex, with or without proper call center software.
Call center software solutions can only go so far in providing a decent call center service. In order to truly succeed, it is very important to have a leader who will effectively cut through the clutter in order to focus on what is most important.
In the following list, I have included tips that will include many points but is focused mostly on the metrics, workforce management software and an act of putting the customers first.
1. While it looks like a throwback into the old mantra that the customer will always be right, the focus should be really more on the correct designing of your goals, set according to the needs of the company’s customers.
If that can be done that successfully, then the competition will automatically have a harder time touching your quality and taking away valuable share.
2. Every call center has to have a decent amount of focus on the metrics, whether you deny it or not. It is one of the only ways to truly understand fully the necessary cost of doing business. A cloud call center software solution certainly helps to keep everything organized.
3. While you, as a leader of a call center business, definitely want to lead your employees by example, it is always more important for a call center management team to also drive the required engagement among the team.
4. It should be noted that from coaching to quality monitoring which includes effective training, you should get your staff involved as much as possible in the steps which are necessary in order to drive the results that you need to help for dominating the market.
5. Scheduling your call center agents in accordance with the goals you have for the company by putting the customer first, hitting your key metrics and then keeping your employees engaged.
By doing so, you can rest assured that you can keep all of your activities and agents on track and deliver the best possible quality care for the entire customer base that is present.
6. Contact center agent retention is always a problem in the industry, and therefore, contact center managers more often than not face an uphill battle in continuing to motivate agents and promote a culture of tenure. Try to hire a leader that can control this situation as much as possible and maintain decorum.
7. Making sure that your agents and fellow managers know who you are and what you stand for is important. Co-workers should have an insight into your professional and personal life, however, little, either during lunch meetings or through an introductory email that will profile you, your personality, leadership style and your passions.
8. Hire someone who will listen to their co-workers. They should take the time to hear their vision for the call center, their history with the companies and their tenure with the company and the differences in the responsibilities of different issues. They should not make abrupt changes without knowing how their colleagues might respond to them.
9. Choose a leader who prefers to being as visible as possible. They should join agents on calls and go out to lunch with them. They should be able to mix up their work hours in order to be more accessible to a larger group of employees.
10. They should be able to observe employee interactions. They should be open to listening to their co-workers and should also encourage them to observe interactions among employees, rather than simply forming their opinions.
11. Select a leader who can question current practices without judgment to bring in an air of freshness within the company. They should consider new ways of approaching the similar types of problems and current practices, focusing more on the why.
12. A good leader will curtail their influence and be careful about sharing their opinions without any mode of thinking. Instead, they should ask their co-workers what matters more to them and respect their history of interactions in a proper manner. They should find out what matters more to the agents and leaders alike, and work on it.
13. A good leader should always be on point. Holding voluntary classes and offering proper and expert guidance in a few areas where employees might be struggling is a sign of a good leader.
They should work for providing the best practices and research that can help agents with big projects.
14. Find a good leader who can become one with the team. Leaders who are having one-on-one talks with the agents under their care can foster trust and open communication.
The leader who shadows them during customer interactions shows how well they are doing and lets the agents know at the end of the shift that the manager is engaged with their performance and will help them in every possible way.
15. It is very important to communicate with your agents properly, so selecting a leader who does the same is very helpful. They should be using several modes of communications, from email to surveys to whiteboards in order to connect.
They should not end up contradicting other leaders or overshadow someone else’s voice in order to get them hurt.
16. As a leader, it is important to not be afraid of repeating the process. Day to day duties should not interfere with these sort of goals.
Leaders should always be careful of these strategies and constantly fine tune it so that their communication skills are up to the mark when they are needed to engage their co-workers.
17. Of course, there is an unavoidable separation between labor staff and the management staff. But when managers or leaders conduct themselves as a full part of a team and not as the big bully whenever possible, it can often inspire better agent performance.
18. Leaders should have proper software for them to function properly. A proper call center software pricing can often provide you with value for money while generating revenue and support their initiatives.
19. While there is no doubt that team concept is important, recognizing individual accomplishments is also incredibly encouraging and can have a positive effect when rewarded, providing a nice morale boost.
Using a proper tracking system can help cherish the agent’s hard work. A research of call center software comparison can help you find such a program.
20. It is important to remember that agents are on the front lines of customer service, and they will have a better idea as to how the existing methods and scripts can be altered for a better service for the customers.
The Case Study
Reading about the tips alone won’t help in case we are looking for success. We must actually find out ways in which we can apply a theoretical list into a practical one. We must take a look at the real life examples set before us before we can actually go and implement these tips into company protocol, as what works for one company may not work for another company in the exact same way.
The company whose case study I shall present to you is a printing press, anonymously named as RDD. It was established is 1998, and was created with the idea to exclusively cater to the education sectors, with the printing of textbooks and notebooks for school and college students.
In this case study, we will study about the problem scenario, the challenges that RDD faced, the different types of solutions that the company leaders came up with, and the results that were found after they implemented those solutions.
The Problem Scenario
RDD was established at a time when social networking did not quite exist in the sense we know it too at the moment. Therefore, with the advent of this networking, they changed a lot of systems within the company and appointed several new agents. In this process of change, they figured out that there were problems within the company that needed immediate attention. One of them was a lack of a proper leader.
Therefore, beginning in 2009, they started working towards hiring people with leadership qualities for a key leadership position. They found many employees qualified enough for the role, but they could not find the leader who had all the qualities that they were looking for. This was when they turned the company, requesting their existing agents to apply for the leadership position. Although there were several hiccups along the way, RDD did manage to find out the perfect leader fit for the role.
The challenges the company faced while testing the different people they had in mind for the leadership programs were several. However, some were more important in terms of finding immediate solutions than others. Here are some of the more significant ones:
1. The leaders that they were testing out did not exactly know when to plan their goals that would stay tuned to the company roles. While it is important to maintain the age old saying of the customer always being right, RDD was looking for someone who could design the company goals in accordance with customer demands.
2. A few of the leaders they interviewed had very little knowledge of company metrics. Instead, they expected call center management software to do most of the work for them.
This was a red flag that the leader would’ve been lost without the support of a software, and hence undesirable.
3. Often the goals devised were lofty and unattainable within a working year session. This was to be avoided at all costs to save valuable company time and revenue.
Taking note of the various leaders and their weaknesses, the company RDD came up with a certain guideline which they would follow in order to get to that leader who would be compatible with the company.
Here are some of the solutions that the company managed to determine over the course of a year:
1. Hiring someone who was to the point, with control over their goals and ambitions. They looked for a leader who would have goals that aligned to a point with the company goals.
Their idea was that if such a leader could be hired, they would be able to find someone who could streamline the process and make the call center successful.
2. Their idea was to look for a leader who would be interested in the finer details of the company by asking questions and forming their own ideas without completely judging the company rules.
3. They found out that leaders who didn’t get carried away with impossible tasks were usually the best. They would keep their goals streamlined and work towards a concrete solution instead of trying to aim for something rather impossible for the company.
It took them a lot of revenue and a lot of time to determine who would actually get the position. During this period, work was slow and haphazard, and things were not quite looking up. But all of this changed when they found the leader who fit all the criteria to satisfaction.
They still had to train her to achieve that ideal leadership, but in general, she was able to handle the ropes of the call center effectively. Within the next year, the contact or call center was in a much better shape.
While there is no doubt that hiring the perfect leader takes time and money, it is, in turn, a long-term investment, with very good returns if the perfect match for the company is found.