As a result, call centers are becoming important components of modern business, which requires the hiring and training of a growing pool of employees. To meet the challenge of the ever-growing call center environment, managers must juggle a variety of roles and master an array of skills. An individual must posses an aptitude for supervising people, financial and technical competency, a keen business sense and a strong sales orientation. All it takes is one negative exchange with a CSR, and a customer may be lost forever to the competition. A call center manager s most critical skill is the ability to effectively handle people.
Customer retention is the lifeblood of any business.
The cost of attracting and securing new customers is exorbitant compared to the amount required to keep current ones satisfied - and service is a key differentiator. Consequently, call centers exert tremendous time and effort to find and develop top-notch representatives who will build and preserve customer relationships. A call center manager's most critical skill, therefore, is the ability to effectively handle people. A successful manager must be able to influence behavior and performance to obtain positive, lasting results. This means that he or she must be a good listener, teacher, motivator, counselor, coach and mediator.