The Ultimate Contact Centre Management Survival Guide

SURVIVAL GUIDE

The Ultimate Contact Centre Management

Managing a contact centre can be a tough job, with

loud personalities to manage,countless meetings to run,

and big targets to meet

Luckily: If you are a contact centre manager

(or want to become one)We’ve got just what you need...

SURVIVAL GUIDE!

The Ultimate Contact Centre Management

Chapter 1Don’t indulge the drama

Contact centres attract a lot of

Conflict, gossiping, and drama!

Extroverted personalitiesThis can be fun and exciting, but it can also lead to

So don’t TAKE PART in the dramaMake sure your employees understand that

this is a place of work and not a school yard.

And stop conflict & gossipbefore it gets out of hand!

Maybe You should Take an online course in Conflict Resolution

to help you manage those petty conflicts?

Click here to find out more

Chapter 2Distract them with a

competition

Another way to prevent conflict is to give employees a healthy outlet

can be a great distraction for your employees!A Department Competition between teams

Find out what your employees would like to win

improve team work and help your department meet (and exceed) your targets!

And offer it as the priZeMoreover, the competition will help

Chapter 3Talk to upper management

about improvements

If you’ve got a big idea for making changes, talk to upper management about

getting the resources and supportneeded for implementing it.

Your department can always improve

Besides, you want your

- and showing initiative and drive will help you get noticed.

Own career to move up

Chapter 4Always have an open door

Like all relationships, the ones you have with your employees

Should be based on communication.

will allow your employees to come to you with problems and concerns.

Not only will they feel appreciated, but it will also help prevent problems.

Having an open door policy

Maybe You should Take an online course in Communication to

help you manage your people better?

Click here to find out more

Chapter 5Be visible

Sometimes people in your department

Walk the floor, be in their peripheral, and make sure that they know you are keeping a close eye on them.

might not care about working hard.

every now and againand make sure that they are

doing their job correctly.

You can also listen in on agents’ calls

Chapter 6Positive reinforcement is

important

Do not just only punish those who don’t work hard,

Reward top performers with vouchers, bonuses, or job perks.

Also reward those WHO do.

with the whole team to make them know that they are doing a good job!

Also share positive client feedback

Chapter 6Get them to feel involved

Make people part of the idea brainstorming, strategic

sessions, and feedback processes.

they have a SAY in what’s going on

Your staff will put in more effort when they feel that

keep your staff frombecoming disengaged,

disillusioned, and listless.

This will also

Want to get aheadin your career?

Take a distance learning course in

and get the skills and training you need.

Contact Centre Management

offers a whole range of excellent Contact Centre Management Courses

that you can study from home

Click here to find out more