Managing a call center requires a solid knowledge of business management concepts, but it also takes something more. Call centers are like nothing else. They are high-volume and customer facing, and they have their own unique set of challenges because of that. To be effective, you need management that knows how to produce at elevated volumes while providing effective customer service. We call this “sanity” - doing the same thing over and over and expecting the SAME result. For each call, a personalized result. One million calls, one person at a time.
As the old saying goes, “One thing that is always constant is change.” We all know that our industry is rapidly changing. From the technology we use to the clients we service, the needs of those in the business world continue to morph.
A weekly soft skill tip for improving personal communication for you and your team. Emailed to you each week.
In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client, collaboration is key.
The communication preferences of consumers continue to shift in America. According to the Pew Internet and American Life Project, Americans are digitally connected now more than ever.
I’ve been spending some time over the past few weeks looking at the call quality monitoring feedback our clients provide. Most of the GCS team is “intimately” familiar with the amount of call quality monitoring our clients do on a monthly basis. In some cases we monitor directly with our client, in others they have designated monitoring firms that will monitor with us. In addition to the “live” monitoring we do for most clients these days, we also provide recorded calls of sales and in many cases presentations too. The call quality monitoring can sometimes seem like it’s an awful lot for us, but it serves many purposes for our clients: