10th
2007
Becoming a Better Call Center Executive
Call center executives are nothing new, but great call center executives are. If you want to make the leap from call center executive to great call center executive, take a look at these tips.
1. Lead by example.
If you want to be a great call center executive, you should first be a great call center agent. If you can’t man the phones, you have no place in the call center. Call centers don’t just need managers who have experience managing people, they need managers who have experience as a call center agent.
If you’ve never taken call center calls, spend a full 8 hour day behind a desk taking calls as an agent. It will give you the perspective of a call center agent and better prepare you to become a great call center executive.
2. Practice what you preach.
Definitely a cliché, but appropriate. If you tell your call center agents to be on time, you should be early. If you tell them to treat customers with respect, you should treat them with respect. If you expect honesty, you had better be transparently honest. A great call center executive lives above the expected.
3. Realize you’re responsible.
If your call center agents aren’t saying or doing what you expect, you’re responsible. If they’re hanging up on customers and cursing at customers, you’re responsible. Your responsibility ends when they end their shift, but not before. If your agents know that they’re being watched and evaluated, their behavior will change for the better and your job will be easier.
Make today a great day to be in your shoes, get out there on the floor and become a great call center executive!
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