Effective call center management revolves around hiring natural talent, providing positive feedback and scheduling properly. As with most industries, calling center employees need to feel encouraged and motivated while working.
Naturally talented call center employees will be the basis for an effective management strategy. Working in a call center can be difficult and employees must be able to deal with the tasks that are given to them on a regular basis. People who are naturally talented at handling stressful situations will be able to function better in a call center position.
Positive reinforcement is an important part of any industry. It provides the employees an opportunity to understand their strengths. While it should be balanced with evaluations and consequences if an employee is not performing properly, positive feedback seems to work better. Contests, quotas and incentives will give employees something to work hard towards and will result in more effective employees.
Scheduling can be difficult in a call center management position. It is important to schedule employees at times that work for them and at times when there is a high demand for employees to be making calls. By giving the employees roughly the same amount of hours they want, they will not become overworked and will be more productive.