Consistency Is One Of Keys.

Six Attributes Of A Good Call Center Manager

The shortage of good call center managers is hard to spot. Call centers always have someone holding that title. Often, they’re just not the right person for the job.

Fundamentally there are two types of call center managers:

Those who are technology and process driven.

Those who understand human motivational psychology.

Ideally, a call center manager will be skilled in both fundamentals.

From my experience, a successful call center manager is 75%/25%, with 75% being a solid comprehension of what drives employees to give their fullest potential to their work.

Technology can be learned; even mastered. Being able to motivate and lead a group of people, which defines a manager’s ability, is not as simple as applying generalized management principles.

If I were interviewing candidates for a call center manager position, I would look for the following six attributes (Notice I did not write “skills.”):

1. Ability to lead. During the interview, uncover if the candidate has successfully led a group of people. Presumably, the candidate has call center management experience, so ask about other leadership roles, whether it was in Boy Scouts, the military, schools, team sports, etc. How do they define their leadership style? How do they measure if their leadership style is the right style for their team? Have the candidate give at least two STAR (Situation, Task, Action and Result) stories where they lead a team towards the desired result(s).

2. A sense of humor. As a call center manager, my use of humor, to create levity, is my greatest asset. A call center manager who takes themselves too seriously adds unnecessary stress to an already stressful environment. Eventually, they will alienate their supervisors and agents. Being able to showcase the fun and enjoyable aspects of being employed in a call center, and there are many, along with the benefits of, and exploiting them will naturally keep agent turnover to a minimum while maintaining a high morale level. Does the candidate appear relaxed and approachable? Do they make remarks that make you smile and laugh? We all enjoy being around people who are genuinely fun to be around.

3. Able to sell ideas. Call centers are constantly changing. Therefore, agents must be sold on the benefits of any change. Selling ideas, selling anything, comes down to show “What’s in it for me?” We buy into ideas that benefit us in some way (i.e. making our job easier, reducing stress, removing a tedious routine, and increasing efficiency). You can ask candidates how they would sell the importance of following the dress code’s policy regarding proper footwear. Would they use the approach that wearing sandals and flip-flops is a health and safety issue? Agents will more likely understand why this policy exists and therefore comply because there’s a “What’s in it for me?” in protecting their toes and health.

Give the candidate a hypothetical scenario, or better yet one your call center has actually experienced, where the agents had to learn a new process, technology, or there was a change in policy and ask how they would have sold this change to the agents.

4. Understands management is not about having control. Most call center managers have the misconception that their primary role is to “put out fires.” If a call center manager is spending their day putting out fires, this is a sure sign that they are not giving enough authority to their supervisors and agents to make decisions. Does requiring authorization to pick up overnight delivery costs warrant putting the customer on hold (increasing the call handle time), the agent’s time to locate a supervisor or the call center manager and then their time? In past call center, managerial roles, how much authority did the candidate’s agents have? Is the candidate comfortable with giving agents a high level of decision making?

A good call center manager makes sure their supervisors and agents have the tools and training to do their job and to make decisions which are in the customer’s and company’s best interest and then — here’s the key — allows (READ: trusts) their agents/supervisors to make those decisions.

Management is about guiding people towards a sought-after result(s).

5. A visionary. Great call center managers are always looking at the big picture. They have a vision of what their call center will look like in a year’s time, 3-years’ time, 5-years’ time and are navigating their call center to where they envision it will be. They should be comfortable sharing their vision with their leadership team and agents.

Outsourcing, web-enabling, marketing, Do Not Call registry, advances in telephony technology, teleworking, have forced call centers to operate differently than they did just five years ago. Give the candidate an overview of your company’s business model and who are your competition, then ask how they see the next level of the call center looking? This is where the 25% (technology and process driven) comes in. Are they on top of current call center technology? Do they see where they can integrate CRM software and workforce management to enhance the caller’s experience? How about feeding back results, data, and customer feedback to various department heads throughout the company so business processes, product lines, ordering can be adjusted to accommodate changing consumer demands?

Today we expect to be able to order a pizza by simply giving our telephone number. The agent repeats back our address and has our order history. Not long ago, this was not the case. Major pizza chains now offer the ability to order online and thru apps. I would venture to guess most pizza delivery orders today are done online. In 2010 was this the case? How has this changed the way a pizza chain call center interacts with its customers? The latest buzzword, for what it’s worth: Omnichannel

6. Outside the box thinker. By far, the most critical attribute for a call center manager to have is creativity. I am a big proponent of incentives to reward certain behaviors and key performance indicators (KPIs) and therefore spend a good portion of my time creating, implementing, and maintaining incentives. The return I get is well worth it, and I find the more creative, but not complicated, the incentive, the better the results.

Being creative in upselling, such as creating value packages, will yield much better results than merely trying to tack on a product or service to an order. Being creative in using technology to create call center efficiencies, increase revenue (even uncover new sources), or manage agents’ productivity is what differentiates a good call center manager from one that is mediocre.

Managing a call center is an art.

Of course, there’s much more to being a good call center manager than these six attributes. Having common sense, logical thinking and being comfortable making quick decisions would rank up there. Must have hard skills would be excellent, if not superior, verbal, and written communication skills. When looking for a good call center manager, keep in mind hard skills, while important, can be taught; soft skills cannot.

Cash Flow - Business Finance Glossary

The Biz2Credit business finance glossary has the information of key financial terms used for your small business. This video explains the definition and meaning of the cash flow. Youtube.com…

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Introduction Business Analysis is a licit procedure of analyzing, introducing, and handling changes to a business process of a defined

Business Analysis identifies loopholes in the business and fills them up with new and effective strategies altogether. And probably that's business tycoons and even candidates seem to be interested in Business Analysis Online Course lately.

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Elon Musk is a South African-born American industrial engineer, entrepreneur, who co-founded Paypal and founded aerospace transportation services company SpaceX. He is also one of the early investors in Tesla, an electric car company, and now the Chief Executive Officer of the firm as well.

Why does due diligence matter?

Due diligence in business is the effort or process of gathering and analyzing information about a company before making a decision or performing a transaction involving that company. Due to the fact that no two organizations or corporations are alike, it is critical to do due diligence in order to get any information connected to the company or its assets. 

Why is due diligence important to you?

You may believe that due diligence just serves one side, the buyer. However, it helps both parties, i.e., buyers and sellers.

Due diligence provides a buyer with all of the information they need to make a purchase and gives them peace of mind that they are making the proper decision. The data contains information about existing consumers, collaborations with other businesses, and any potential risks that the merging firm may face.

Due diligence, from the standpoint of a seller, assists the owner in learning more about their own firm, such as financial stability, and will also give information on why their market worth is low. Furthermore, it assists the owner in understanding their firm from the buyer’s point of view.

What does the due diligence report include? 

The due diligence report is divided into five major categories. 

Ø  Legal reviews: Due diligence assists in evaluating whether or not the company with whom we intend to form a partnership has any liabilities. And, depending on the size of the company, the due diligence report clarifies whether or not there is any potential danger.

Ø  Environmental Considerations: In the case of some companies, there may be some environmental risks associated with the business. In this sort of scenario, due diligence examines all of the risks and explains how they may influence the firm in the present or in the future.

Ø  Financial information: The majority of firms concentrated on financial due diligence, reviewing and verifying all financial data. They check whether all of the data given is up-to-date and accurate or not.

 Ø  Business Sustainability: Cash flow management and long-term business sustainability are two critical components of due diligence. Based on these components and sales data from previous years, buyers will be able to decide if the investment is profitable.

Ø  IT Capabilities: Identifying the company’s existing security threats and other IT-related issues fall under this area. 

Due diligence will always be a vital aspect of running a business, especially whether forming a partnership or purchasing a firm. So, whether you are a buyer or a seller, due diligence is essential for both sides.

Strategic Project Management

Many discussions about project management overlook the significance of the crucial early choices that shape the project execution approach. Decisions such as employing Agile or Waterfall methodologies, or choosing between prefabrication and on-site assembly, may not alter the expected project output, but they can greatly affect the delivery process and the project’s likely success. There’s no…

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Green infrastructure and landscaping in real estate development:

Green infrastructure and landscaping play crucial roles in real estate development, contributing to sustainability, aesthetics, and overall environmental quality. Here's how green infrastructure and landscaping are incorporated into real estate projects:

1. Stormwater Management: Green infrastructure elements like rain gardens, bioswales, and permeable pavement help capture and infiltrate stormwater runoff, reducing the burden on traditional drainage systems and minimizing pollution of waterways.

2. Flood Mitigation: Strategic placement of green spaces, such as wetlands and retention ponds, can help mitigate flooding by absorbing excess water during heavy rainfall events and providing natural buffers against flood damage.

3. Biodiversity Enhancement: Incorporating native vegetation, wildlife habitats, and green corridors into landscaping designs promotes biodiversity, supports local ecosystems, and creates natural habitats for various species.

4. Heat Island Reduction: Green roofs, shade trees, and vegetated open spaces help mitigate the urban heat island effect by providing cooling through evapotranspiration and shading, thereby improving comfort for occupants and reducing energy demand for cooling.

5. Air Quality Improvement: Vegetation acts as a natural air filter, capturing pollutants and particulate matter from the air. Strategically planting trees and vegetation around buildings can help improve air quality and reduce the urban heat island effect.

6. Aesthetic Enhancement: Well-designed green spaces and landscaping enhance the visual appeal of real estate developments, creating attractive and inviting environments for residents, tenants, and visitors.

7. Health and Well-being: Access to green spaces and natural environments has been linked to improved mental health, stress reduction, and overall well-being.

8. Community Engagement: Green spaces provide opportunities for community engagement, recreation, and social interaction, fostering a sense of community and belonging among residents and occupants.

9. Property Value Enhancement: Properties with well-designed and maintained green spaces often command higher property values and rental premiums due to their desirability and perceived quality of life benefits.

10. Regulatory Compliance and Certification: Many municipalities require developers to incorporate green infrastructure and landscaping into their projects to meet regulatory requirements related to stormwater management, environmental protection, and sustainability. Additionally, green infrastructure and landscaping elements can contribute to achieving green building certifications such as LEED and BREEAM.

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Elettra Ghilardi Social Media Manager

How Much Does a Social Media Manager Cost - Elettra Ghilardi Social Media Manager

A Social Media Manager is a person who can help you gain further online visibility: When you start a new business, a brand new product or wh

A Social Media Manager is a person who can help you gain further online visibility: When you start a new business, a brand new product or when you simply feel you need more visibility on social networks.

Crisis management: how important is social media in a crisis?

Hi,

Welcome to my #2 blog post! I hope you enjoyed my previous post in which I wrote about creating your brand image and identity through social media. :)

This week, we’ll refer to crisis management. Crisis management is a part of public relations and it’s a process of dealing with some emergency situation. An important part of dealing with the crisis is social media.

Actually, when you think about it, many crises occur because organizations/companies don’t respond to the negative reviews and comments that people leave them on their social media accounts. I certainly think that a marketing team of a corporation thinks that it’s not a big deal when someone writes a rude comment about the products and services the corporation provides, so they do nothing regarding that question. And before they realize, they’re a step forward into downfall.

One good example of how to provide a customer service in an emergency is the situation when Sephora handled a crisis with the singer SZA. In April 2019, SZA tweeted that a Sephora employee called the security on her to stop her from stealing. She gained a lot of support, and people started tweeting how Sephora employees are rude and racist. Then, the official Sephora profile on twitter answered SZA’s tweet, and they let her know they are doing everything they can at the moment in order to clear the situation. A month later, Sephora posted on Facebook that all stores will be closed for an hour, because of a training of diversity. Clearly, SZA’s tweet encouraged whole Sephora’s team to do something about the customer’s service, which was, as we can see, terrible.

Sephora handled this situation pretty well, and they did the crucial things everyone needs to do, in order to get out of a crisis:

1. Value the customers’ comment and give them a feedback ASAP,

2. Imply that you’ll fix the situation ASAP;

3. Post about further steps taken in order to improve the customer service and satisfy every individual who comes into the store.

If every brand checked their social media multiple times a day, they would be able to prevent crises. With social media, “The customer is always right” upgraded to a new level. As a customer, if I’m not lazy to criticize a brand, then the brand should not be lazy to respond to me and give me feedback what will they do to improve the things I criticise.

After all, we all just look for some juciy drama on the Internet. And if we can’t find it, we create it ourselves. And companies should be aware of that!

References: 

“3 great examples of crisis management on social media” https://prconsultancy.org/3-great-examples-of-crisis-management-on-social-media/