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A How-To Guide to Better Call Center Coaching
Great call centers don’t just happen by accident. They’re the result of many moving parts coming together at the right moment under the oversight and direction of great leaders. Effective call center management is how we keep everyone focused on the right objectives and activities.
But it’s more than just managing spreadsheets. Great call center managers are also coaches, providing the right mix of encouraging and constructive feedback to help their agents perform at their best.
Whether you’re a first-time call center manager or a veteran in the field, we’ve created this guide to help you improve your call center management skills.
You’re a Call Center Manager, Now What?
Call center managers set the tone for happy, effective teams of agents.
A good manager understands the basics of leading a team of call center agents. But a great manager understands that day-to-day management is only part of the job.
Excellent call center workforce management involves inspiring agents to pursue their personal growth and aligning them to the company’s mission and objectives.
A Quick Snapshot of Today’s Call Center
Positive workplace culture is imperative for companies across industries today. Workplace culture is crucial for call centers given the turnover rate, which hovered at about 45% even before the pandemic. Mercer’s US Contact Center and Customer Service Compensation Survey found that entry-level agents have the highest turnover rate, with turnover declining as contact center agents move up the ranks.
Turnover is expensive. Gartner’s 2021 Customer Service Rep Role and Experience Survey reported the price tag to replace a single call center representative was more than $14,000. The same survey found that if your agents are disengaged, they are 84% more likely to look for a new job. Even neutral agents are approximately 43% more likely to go job-hunting.
Annie McNutt 