Designing the perfect call center manager – The next phase

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Designing the perfect call center manager – The next phase

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Aside from a knowledgeable, agent-friendly, capable leader at the helm of your call center, what else goes into designing the ideal prototype for a call center manager?

You need someone with savvy business acumen to navigate through the ever-changing business landscape.  Think about the best boss you’ve ever had:  did s/he have the expertise to confidently handle any and all issues that came their way because of an intimate knowledge of the business and all of its functions?  Call center technology is constantly changing and the perfect call center leader stays on top of the trends and is not afraid to be out of their comfort zone.  What is the competition doing?  What do your customers demand?  What social customer service channels would best serve your customers’ needs?

Your prototypical call center manager has a keen understanding of the business as a whole and the ability to make tough choices to yield the best possible outcome for the business’ bottom line.  Think about how many managers are bogged down with the day-to-day grind and while this is important the prototype has a true vision for the business that goes beyond the minutia.  The prototype understands the core of the call center business, its place in the organization, navigates through tough financial decisions and situations and stays ahead of trends ultimately being a visionary for the organization.

customers-grade-the-callsAnd do not forget how critical analytics skills are for the ideal call center manager.  Not everyone’s brain is wired for analytics so to be in the category of greatness as a call center leader, the prototype has a great mind for speech, customer experience and text analytics, just to name a few.  Some might argue that you can teach people to be great at analytics but I would argue that you are either born with a mind for analytics or you’re not and then the strategies are taught.

Without an analytics-type mind, the prototype would not be correctly applying the customer data that is collected on a daily basis in the call center.  The prototype must use that data to make actionable insights for the business to insure that the business is leading the competition and following.  How else would the prototype be a visionary of customer experience for the organization?

So, it’s more than just being a “people person” to be the call center manager prototype.  The ideal prototype has to be someone with supreme business savvy and an analytics mind to lead your call center into the future. They also know how to fill in gaps with others that compliment their skill sets. So if they themselves are not strong analytics, they leverage those that do.

Let’s say your call center leader is ideal in other areas but doesn’t have a brain for analytics…then they should hire or rent it!  You need analytics to take your customer experience to the next level!

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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