The performance of your in-house call center team will depend on the management style that you’ll implement. However, when choosing a call center management style, you also have to consider other things like the industry that your business is in, its current scale, and your short-term and long-term goals.
This brings us to the question of what is the best call center management style? What makes good call center management? And, why should you have an effective management style for your call center team?
What Is the Best Management Style for a Call Center?
The best management style for a call center can vary depending on the specific needs and goals of the center, as well as the preferences and strengths of the managers themselves. However, there are a few key management styles that is effective in most call center environments:
The Coaching Management Style focuses on developing individual employees to their fullest potential by providing guidance and support throughout their career journey. A coaching manager works closely with the call center team members to identify areas where they excel, as well as areas where they may need additional support or development.
Through regular one-on-one meetings and ongoing feedback, coaching managers create a collaborative environment where employees feel empowered to take ownership of their performance and development. They set clear expectations and goals, and provide regular updates on progress, both positive and constructive.
Coaching managers also invest time in providing training, mentorship, and resources that support employees' ongoing learning and growth. They may also offer opportunities for employees to take on new challenges and responsibilities that align with their strengths and career aspirations.
Overall, implementing a coaching management style in call centers fosters a culture of continuous learning, development, and improvement. It is an effective approach for building strong relationships with team members, enhancing job satisfaction, and driving overall performance and productivity.
Collaborative Management Style prioritizes teamwork in a call center environment. This style encourages open communication, idea sharing, and a positive team culture.
Collaborative managers recognize that their team's success is dependent on the collective efforts of all team members, and that fostering a collaborative environment is critical to achieving their goals. They work to build trust and respect among the managers and employees.
A part of this management style’s priorities involve encouraging open and transparent communication, creating opportunities for staff to share ideas and perspectives, and actively seeking feedback and input from the members. By doing so, they create a culture of inclusivity and support, where everyone feels valued and heard.
Collaborative managers are more likely to invest time in team-building activities, such as social events, training sessions, team-building exercises, and others that can help the team to develop strong relationships.
Overall, the collaborative style of call center management aims to build a sense of belonging among team members, enhance job satisfaction, and improve overall team performance.
Results-Oriented or Directive Style
The Results-Oriented Management Style, also known as Directive Style, revolved around achieving specific goals and objectives through clear direction and accountability. Directive managers prioritize setting clear expectations and goals for their team members and provide clear guidance on how to achieve them.
Directive managers provide their team members with a clear understanding of the performance metrics and expectations that must be met to achieve success. They provide regular feedback about the team members’ progress, and hold them accountable for meeting their goals.
In addition to providing direction, managers with this management style also make sure their call center team has the resources and support they need to meet their objectives. This includes providing training, mentorship, and access to the tools and equipment required to perform their tasks effectively.
While this style can sometimes come across as rigid, it is also effective in maintaining a clear and consistent focus on performance metrics, and ensuring that team members are aligned in their efforts to achieve a common goal.
What Makes Good Call Center Management?
Good call center management involves a range of skills and practices that are focused on achieving key goals and objectives for both the business and its staff. Here are some of the key factors that contribute to effective call center management:
Having Clear Goals and Objectives
Effective call center management is crucial to any business that values customer satisfaction and retention. To achieve this, managers must understand the importance of having clear goals and objectives.
Having clear goals and objectives involves effectively communicating with the call center staff. This involves conveying expectations, changes in policies or procedures, and addressing concerns or feedback from employees. Doing so will help foster a culture of open communication and trust, which can lead to better team morale and job satisfaction.
Strong Communication Skills
In a call center environment, communication is essential to ensure that operations run smoothly and customers are continuously satisfied. Effective communication involves not only speaking clearly and articulately but also actively listening to team members' concerns and feedback.
Good managers must create an environment where team members feel comfortable sharing their thoughts and ideas, and where they can seek guidance and clarification when needed.
Moreover, communication is not limited to just within the team. Call center managers must also communicate effectively with other stakeholders in the organization, such as upper management, IT teams, and other departments. This requires the ability to translate complex technical jargon into layman's terms, as well as to negotiate and influence stakeholders to achieve common goals.
Empathy and Emotional Intelligence
Empathy and emotional intelligence is a critical skill for call center managers. It involves the ability to understand and manage emotions effectively. Call center managers who excel in these qualities can effectively manage the emotions of their team members and customers. They can create a supportive and empathetic work environment, which can improve team morale and job satisfaction.
Moreover, call center managers with high emotional intelligence can identify the emotional triggers that lead to customer frustration and effectively manage these situations to ensure a positive customer experience.
Effective Coaching and Training
Effective managers understand the importance of continuous learning and development for their team members, so they engage in ongoing coaching and training programs to help their team members improve their skills and performance. They recognize that regular feedback and support are crucial for the growth and development of their team members, making it a priority to provide these resources to them.
A good call center management style also involves offering various opportunities for professional development to help their team members enhance their skills and expertise, which can benefit both the individual and the organization as a whole. By prioritizing coaching and training, good managers can create a highly skilled and motivated team that can achieve exceptional results.
Strong Leadership and Team Building Skills
A good call center management gives importance to strong leadership and team building skills. The managers understand that both of these are essential to motivating and inspiring their team members to perform at their best.
To achieve this, they focus on building a positive team culture and fostering collaboration and teamwork. This means practicing open communication, recognizing and celebrating successes, and offering opportunities for personal and professional growth.
Why Should You Have an Effective Management Style for Your Call Center Team?
Having an effective management style is critical for call center teams because it can directly impact the success of the business and the satisfaction of both customers and employees. Here are some of the key reasons why effective management is important for call centers:
An effective call center management style can help to improve the performance of call center employees by providing clear goals and expectations, ongoing coaching and support, and opportunities for professional development.
Increased Employee Engagement and Satisfaction
A good management can create a positive and supportive work environment that fosters engagement and job satisfaction among employees. This can lead to lower turnover rates, higher employee morale, and better overall team performance.
Better Customer Service
Effective management can also lead to better customer service by ensuring that employees have the skills and resources they need to handle customer inquiries and complaints in a professional and efficient manner.
Improved Efficiency and Productivity
Using the best management style for your call center team can help streamline business operations and improve efficiency and productivity. This can result in lower costs, faster response times, and better use of resources.
Higher Customer Satisfaction
Ultimately, effective management can lead to higher levels of customer satisfaction because customers are more likely to receive timely and accurate responses when it comes to their inquiries and complaints. This can help build trust and loyalty among customers and lead to increased revenue for the organization.
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