Last updated on May 18, 2017
A professional working in a B2B call center environment has all the ingredients of becoming a potent leader. At some point during the professional life of a call center executive, he/she form three straightforward letters together to become the apple of a superior’s eye. In the very first instance, most of the executives fail to comprehend the effect of those letters. The letters were “Y-E-S”. Maybe, he/she might have overseen individuals in another office and must have thought that’s how it works, or this might be attributed to the fact that the professional has started evolving as a skilled customer service executive who often works towards efficiently resolving tough customer queries.
Such call center executives are on the front line, and the most elite of them all. It might be because of the fact that such executives have concluded that being in control is the real place to be in and maybe, it is the money that has become a motivating factor. Whatever the reason may be, such front line executives are leaders and they have one of the toughest jobs in the call center setup. They are delegated a load of work are accountable for every action they take. The phone lines never stop ringing and the targets are always increasing. With ever increasing turnover rate, unpredictable customers and a continuous supply of new personnel and a constantly developing rundown of new difficulties awaits these individuals every single day. Quite often, the question arises, how do these leaders pull all the available talent from the pool and access the data in the best manner possible to deliver success.
A warm welcome to the universe of call center leadership
Since we have painted such a mesmerizing picture around the assignment of a reputed B2B call center leader, we should make note of what can they do on day-do-day basis to become the wonder kid they are. It is gratifying to be a leader and a manager in a call center setup. There is no more satisfying feeling than taking a team forward and improving them as individuals and working as a cohesive unit. However, it isn’t an easy task by any stretch to achieve this warm feeling. Being a front line leader in a call center can often become a tedious task and can sometimes become too tough to handle. There are a huge number of exchanges that they need to take care of that truly makes it a worthwhile experience.
Let us now discuss about a couple of responsibilities that front line leaders in call centers need to take care of.
- Know their team
As a leader in a B2b call center setup, it is imperative for them precisely be aware of the personnel working in their team and what exactly their merits and de-merits are. We have often witnessed that call centers tend to frequently move individuals around among different teams. A front line leader is judged by the execution of their team. They must ensure that whom they have and the respective areas in which they will be a right fit. Such knowledge of our team members will make accomplishing our objectives much less demanding.
One approach that can be adopted is the adjustment of their group based on the KPIs and KRAs that would include quality and customer experience mechanism. Leaders will find out the areas where their members will excel and take advantage of their strengths in that vertical.
- Focused business partnerships
It is important to see our call center executives as our business partners. A note should also be made of the fact that these executives are judged and evaluated than any other individual in an organizational setup. So, proper care should be taken while scrutinizing their performance and emphasis should be laid on creating an environment that highlights on the positives. A B2B call center leader should do this by reliably assessing executives and giving some tips that executives can grasp that would eventually lead to an improvement in performance delivery.
Call center solution providers are one of a kind. The primary work of an executive is to perform well in a diverse and ever-evolving work environment. Each interaction with the customer varies drastically because of different reasons why clients choose to contact. A dissatisfied business client might be exasperated in their view of company strategy. The circumstances, generally, has nothing to do with the executive directly or their execution of services.
It can be inferred from the above discussion that it is extremely easy for the client to accuse the partnership of their choice and move forward. It is also much simpler not to regard the efforts put in the B2B call center executive since they are working at entry level positions. This might just be a huge mistake as the executives are the ones who are interacting with the business clients on day to day basis. This is why need to be considered as most valuable asset for our business.
Be First to Comment