What Does a Call Center Supervisor Do?

For call center operations and management, for the call center enterprise, service quality is the basis of the survival of the call center, and operation and maintenance management is the source of enterprise development. This entry explains the operation and management experience of the call center through training, team management, quality inspection, and operation. Total quality management is a long-term project. If a call center wants to do comprehensive quality management, it must have the determination and perseverance described in the entry.

Call Center Operations Management

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For call center operations and management, for the call center enterprise, service quality is the basis of the survival of the call center, and operation and maintenance management is the source of enterprise development. This entry explains the operation and management experience of the call center through training, team management, quality inspection, and operation. Total quality management is a long-term project. If a call center wants to do comprehensive quality management, it must have the determination and perseverance described in the entry.

Chinese name

Call Center Operations Management

Enterprise Development

Operations Management

The essence of survival

service quality

Center training

Orientation training

Every business has different operations management

The quality of call center services can be directly reflected in their employees, without the need to test by phone. The selection of truly suitable candidates during the recruitment process is the initial barrier to quality assurance throughout the service. For recruitment, in addition to the corresponding assessment items in the recruitment process to determine the relevant ability and attitude of the candidate, in addition to the end of recruitment, employees need to conduct regular return visits to understand the batch of recruits The degree of work adaptation, and at the same time summarize and analyze the results of these return visits, and adjust the corresponding recruitment measures.

Newcomer induction training: Training not only needs to teach the newcomers basic skills and skills, but also can undertake some coaching work in a timely manner, thereby helping the newcomers to have a more sense of belonging to the team.

Training after the probation period: courses such as emotion management can be arranged, and some coaching can be provided for their professional development.

Usually: In addition to business or skills courses, you can also organize some case-sharing courses and invite those who have excellent service experience and ideas to share with more people. Training should also take up the work of filling up the difference. When the service quality of employees in the team can no longer be improved through quality inspection and error correction, it is necessary to train personnel to provide guidance to the employees.

Call center training also requires long-term follow-up. Whether it is vocational skills improvement training or vocational mentality training, there needs to be a follow-up. Any training without follow-up will end after the training.

Generally, employees who work in a call center company constantly make phone calls throughout the day, repeat the same work and the same words every day, and experience various rejection calls every day. Over time, people will feel dull and boring. This situation often results in the loss of a large number of call agents, which is also a serious problem in operation management. A good working environment and a good working atmosphere can make employees feel relaxed and relieve stress. This can not only reduce the turnover rate of employees but also improve the quality of service of employees. For example: a call center goes to work at 8:30 in the morning, and from 8:30 to 9: 00 drives employees to do some interaction and experience sharing. Going to work from 1:00 to 1:30 in the afternoon leads everyone to do some more fun games, singing and other entertainment projects, which not only improves the working atmosphere but also stimulates the work enthusiasm of employees. It also provides a platform for employees to show themselves. This is a task that team managers cannot ignore.

Quality inspection is not only to find out the problems, but also to put forward professional improvement suggestions on these issues and implement them. The sampling ratio of quality inspection cannot be set too high. Too high means that quality inspectors do not have more time to provide counselling work other than error checking. Error correction counseling can be divided into two categories, online counseling and offline counseling. The former is a quality inspection and then monitors the recording process to find out problems in real time to the front-line supervisor or telephone customer service staff to avoid the recurrence of errors. The latter is after the fact. Quality inspection counseling In theory, the project leader and team leader can do it, but in terms of effect, the quality inspector will do better than the front-line supervisor.

Recruitment, training, and quality inspection are actually auxiliary functions in overall quality management. The key to truly achieving comprehensive quality management is the knowledge of the operation team itself. To achieve comprehensive quality management, managers at all levels in the operation team must first have such awareness. In addition to the quality inspection counseling, the team leader also needs to regularly arrange counseling in the group, including recording sharing and case studies. The project manager or manager's perception of quality assurance determines how much the project will invest in quality management.

Usually, the project team will have a regular project quality communication meeting. In this meeting, the heads of the modules of recruitment, training, quality inspection, and operation conducted a comprehensive exchange on the current project development. There is also a need to carry out comprehensive quality management work on a sustained basis. A good internal performance management is essential.

1. Determine the call center's market development plan and corresponding implementation plan

As the portal of the enterprise information service platform, the call center publishes or collects customer and market information on behalf of a specific enterprise is its basic function. Therefore, how to let a specific group of people know, understand, be familiar with and be accustomed to communicate relevant information with enterprises through this special portal is a problem of market development itself. Adopt specific service numbers (such as "Special Service Numbers" in the 95- or 96-fields, enterprise 800 called party pay numbers), through outbound calls or SMS group sending, and use market advertising and other means to allow specific customers Group acceptance and willingness to adopt this kind of information channel is the first link in the operation management strategy. For outsourced call centers, their price determination, market traction, market drive, and service feature supervision all have an important impact on this promotion.

2. Forecast the size of the call center

There is a complete set of methods and algorithms for estimating call center traffic. Simply estimate the traffic volume of a customer service organization, which will generally involve: the number of customers, the number of annual customers, the number of calls handled today, the current external call status and other major factors; combined with the estimation of the average call time Estimates and short-term forecasts of the number of service personnel required at this stage.

3. Specific business processes

A business process is a working procedure for carrying out a specific service. Therefore, the formulation of a business process should be concise, clear, and actionable, and specific persons in charge can be defined and responsibilities clearly defined.

4. Project management

As a service-oriented organization, the call center employs a full-scale project management approach. Emphasize management on implementation, adopt project manager system and matrix management method, and take responsibility to people. Therefore, the management of the call center should establish a sense of service projects and serve the projects. ^[1]