The United States accounts for about a third of the $339 billion call center industry. The industry is expected to grow at a 5% annual pace, making it a great time to run a call center.
You want to make sure that you run a successful call center. You don’t want to have a call center with high turnover rates and a bad reputation.
Are you ready to learn what it really takes for call center business success? Keep reading to learn the top five tips for a thriving call center.
1. Use Personality Tests to Hire Employees
Not everyone is suited to work in a call center. The pay is pretty low and employees have to diffuse explosive situations.
How can you get the right employee from the start? Use a personality test. Put employees in the worst situations and see how they can handle angry customers before you hire them.
2. Show Employees You Value Them
Employees that feel valued are willing to go above and beyond for your company. They’re also more loyal and more engaged.
You can show employees that you value them by recognizing their efforts. What they do every day isn’t easy. You can also show appreciation by empowering them to make decisions.
3. Use Reporting to Measure Success
How do you know if you have a successful call center? You can use call center metrics to get insights on employee performance and set goals according to performance metrics.
You have to remember that your employees are people at the end of the day. You can look at numbers and make snap judgments about employees that underperform.
4. Training Is Always Important
Training is important during the onboarding process, but it can’t stop there. Training needs to be a part of the company culture. Ask your employees what they need the most help with and create training programs around those issues.
You can also be available for training during the workday. Some calls will present training opportunities for employees and you want to be prepared for them.
5. Be a Coach and Mentor
The best way to create a positive call center culture is to be a coach and a mentor to your employees. Go the extra mile to know that you are there to support them.
When you see employees struggling, work with them to improve. There might be something else happening that you’re not aware of.
This approach creates a culture of trust, where you can get important feedback from your employees.
Create a Successful Call Center
Your clients rely on your call center to provide excellent service and to solve problems. That’s hard to do when employees get yelled at all day.
To create a successful call center, you want to work with your employees to create a culture where they’re valued. Be willing to be a mentor to help them achieve their goals, instead of berating them for missing the mark.
For more ways to be a better manager, head over to the Business section of this site.