How phone centre agents are trained using limited tools

In addition to implementing a Phone Quality Assurance program, many employers also hire telephone centre supervisors who are tasked with the duty of overseeing the program, supervising representatives, evaluating reviewing and agents broker scores based on business policies and procedures. But this isn’t the only function the managers do. Call center supervisors nowadays are routinely needed to be different things, that are largely a blend of technical support providers, coaches, coaches, supervisors, motivators and mentors. Combining this already huge challenge, a call centre supervisor is also required to resolve daily problems, prepare reports for your direction and oversee the performance of all call center agents across various interactive channels which have online chat, phone and email.

In these demanding environments, it is always challenging, but critical, for these managers to obtain techniques and abilities and find out the best practices that will enable them to accomplish their expected mandate or even surpass the goals laid down for them. A call center supervisor is required to be a”renaissance person” who excels at different tasks, duties and functions.

A call centre manager who is tasked with the duty of overseeing the Phone QA program has to be useful at multi-tasking. In addition, the manager should be able to control and coach call center agents, manage all broker and customer challenges, promptly shift priorities and lead various initiatives at the call center. When multi-tasking, a call center supervisor can be expected to ensure that the level of services is of high quality and the laid down objectives are satisfied. Being a call center supervisor is generally demanding and that is the reason why many companies pick outstanding brokers and promote them to the positions of contact centre managers since outsiders take time to adapt.

Posted on February 6, 2019