One primary objective of a contact center manager is maintaining world-class quality in the calls and operation of the call center. Managers aim at keeping the quality of calls high by ensuring that the infrastructure to facilitate quality is available. The skills of the agents also determine the performance of the call center as a whole. The manager focuses on developing employee skills through training so that agents are able to spend reasonable amounts of time handling calls and making transactions. The bottom line for the manager is that the customers are satisfied and that operations in the various departments are running efficiently.
Bringing in business for the contact center is an essential objective of a contact center manager. Other than skilled agents, a good client base is the lifeline of a contact center. Therefore, managers focus on making extensive contacts with other businesses that may be interested in outsourcing their operations to a contact center. But apart from bringing clients, managers also have to focus on retaining these clients for the long term. Additionally, contact center managers are involved in the marketing of services offered by the contact center.
Contact centers can be divided into the cost center and the operation center. The cost center is concerned with revenue generation, while the operation center is concerned with the quality of calls and customer satisfaction. The contact center manager's objective is to reconcile high-quality operations with low costs while maintaining sustainable levels of revenue. A properly managed contact center is one in which the manager is able to maintain the overall business strategy or mission while using a low-cost approach in maintaining this business mission.
Motivated agents are pertinent to the successful running of a contact center. Yet agents work in stressful conditions in the contact center environment. An important objective of a contact center manager is to elevate the motivation levels of his agents. In this way, agents are able to close sales, handle transactions effectively and contribute to the proper running of the contact center. In fact, motivated employees have an overarching influence on all these objectives. Performance optimization, client retention and revenue generation are made possible by a motivated workforce.