Call centre management involves overseeing the daily operations of a call centre, which includes managing customer service representatives, call volumes, and technology used to handle customer inquiries.
Here are some key aspects of call centre management:
- Hiring and Training: Call centre managers are responsible for hiring customer service representatives and ensuring that they receive proper training. This involves designing training programs, monitoring employee performance, and providing ongoing feedback and coaching.
- Call Routing: Call centre managers must ensure that calls are routed to the appropriate agents. This involves setting up a call routing system that can handle different types of inquiries and directing calls based on agent availability and expertise.