Managers Share Secrets of Success
CS: What call center accomplishment are you most proud of?
Arnold: I get a lot of personal satisfaction when customers say our reps were friendly and helpful to them. That’s satisfying to me because I think it reflects management’s message of: “We want you to do a good job for our customers.” We’re always trying to widen an employee’s experience and knowledge base, to help develop them so they can grow in their jobs.
CS: Is yours a seasonal business?
Arnold: Not really. We’re steady throughout the year. We have two lull periods, though: July and late December through January.
CS: What advice would you give a new contact center manager?
Arnold: Be patient, because not everyone learns the job in the first day, or even in the first week.
Second, provide both positive and negative feedback. People need and want to know where they stand.
Third, be fair and consistent in your management approach.
Finally, weed out the bad seeds early. Otherwise, they can create havoc in your call center. If you have someone with a bad attitude or work habits, and the person can’t correct those things, it’s better to cut them loose. The culture in the office definitely will improve as a result.