5 Crucial Factors In Call Center Management

Call centers spring up everywhere. It’s the latest hub in business world. These call centers efficiently connect companies and customers wherever they maybe around the globe. From product inquiries to technical support, call centers offers varying services. It can accept calls from customers ( inbound) as well as initiate calls (outbound). Some call centers even do both.

At the heart of a call center industry lies the wonder of proprietary technology and keen management. If you plan to put up a call center or have been called up to supervise one , here’s some crucial management factors you should know :



If you are a business man and want to diversify your portfolio by putting up a call center, please know that such business venture requires a significant start up capital. Study your options well and take stock of your funds before engaging in such costly endeavor. If possible, do some appropriate researches. Drop by and arrange interviews with call center owners. Leave no stone unturned.


A call center basically needs, office space,phone lines, computers, dedicated servers, and a broadband connection. It also needs a specialized software. These costs money. Anyway, equipments can be tailored to the growing needs of your proposed call center. You can start up with a small office space, invest in four computers or so, some telephone lines and equipments. Just remember to get reliable equipments or your call center will suffer an early demise. Then you can upgrade these devices as the need arises.


Call centers requires staffing. And staffing means hiring people to do the job. In other words, call center rely heavily on people manning their jobs. It’s the backbone of the call center industry. It’s labor-intensive. A large chunk of your investment will go to wages. In addition, remember to give the right training to your call center agents. Your personnel can spell the difference between success and failure of your call center.


To supervise effectively a team of employees in a call center, you must provide the right leadership to them. You see, being a call center agent is a demanding job. Employees gets tired easily. For a start, you should design your office space so would be conducive for workers. Plus, you should build rapport and goodwill between you and your call center agents. Tempers can run high in any given moment and as a manager, you should be knowledgeable enough how to diffuse such situation before it could escalate into a big scenario. Keep your cool. And always strive to talk softly, amiably, but firmly so you will respected. Otherwise, you will get a high turn-over volume that could drastically affect your investment.


If you can, select top-notch, high-end call center software because it incorporates an excellent employee monitoring features. Pick the best. You can make a choice because there are many of them in the market. Again, this type of software costs money. The good thing is , it offers you monitoring tools and real time access to call center agent’s conversations with their customers. Thus, you can track their performance as well as institute needed improvement in weak areas.

Janine Fritzgerald is a call center administrator now for 5 years. She began as a call center agent and then worked her way up to the company’s corporate hierarchy. She knows about call center software. She is a Psychology graduate with Business Administration as secondary course. She lectures on call center management. She is also prolific writer. Her first book, “The Real Deal on Call Centers” is a sell out. Janine lives in Connecticut with her husband and two kids.


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