What style of call centre manager are you?


It’s not the easiest job in the world. As a team of customer service experts who have experienced the best and the worst of being a call centre manager, we know it can sometimes be a little bit of a struggle. Managing large teams of colourful characters, trying to keep masses of customers happy, and implementing new processes can sometimes feel like a considerable challenge.

As a call centre manager, it’s natural to want to understand how you can be at the top of your game. Whether you want that promotion, or just want to be recognised as being great at what you do, a lot of the time it takes developing and honing a management style that works for you.

Developing call centre leadership and call centre agent coaching skills.

Becoming a super boss doesn’t happen by accident, you need to put the work in to get the results. But sometimes it’s difficult to figure out which style suits you best, and what you can do to improve your call centre leadership and call centre agent coaching skills in a way that improves team engagement and business performance.

Every call centre manager has their own style, which one of these best describes you?

The driver.

You inspire agents to do their best at every opportunity, and like to give them space to fulfill their tasks, and even expect them to go above and beyond. As a result, they are usually fulfilled, and feel that they are trusted to add value to the team.

Sometimes, the driver style can mean you’re a little too stern with agents, and your expectations may cause team members to feel you might not be approachable if they want to discuss struggles or setbacks.

Try to remind your staff that you’re available for support if they experience any challenges in delivering the results you expect.

The developer.

You’re focused on creating a harmonious call centre, and know your team will come to you should they need anything. Because of this, your staff feel comfortable around you and know you’re there for support should anything come up.

Although you’re a real gem, your good nature can sometimes create problems. Staff that see you as friendly might also see an opportunity to get away with a bit more slacking than they would with other managers.

Continue being friendly and supportive, but don’t be afraid to put your foot down if individuals aren’t pulling their weight.

The geek.

You tend to go beyond your responsibilities and like to get your hands dirty in order to get the results you desire. You think that the devil is in the details and like to analyse team metrics to find the answers to success.

Your attention to detail also means you struggle to let team members achieve objectives their way, and often take time to weigh in on tasks you should be leaving staff to tackle with a little extra guidance.

Try to take a step back sometimes and explain to your teams what you expect from them as part of the call centre agent coaching strategy, rather than doing it all yourself.

The creative.

You enjoy challenging the way things are done in order to find new and exciting ways to improve the call centre and the lives of the people in it. You see possibilities everywhere and want your teams to be excited as you are about the business.

You often get carried away with the big ideas rather than focusing on the details and getting results – this can excite team members but frustrate senior management.

Take measures in organising and structuring your activities to focus on getting results first, then treating extra time as an opportunity to explore possible creative endeavours.

Call centre leaders need the right tools for the job.

No matter which of these management styles fit you, it’s difficult to motivate, inspire and support your teams without knowing what makes them truly tick.

By Tom Palmer
Tom is EvaluAgent’s Head of Digital and takes the lead on developing and implementing our digital and content management strategies which results in creating a compelling, digital-first customer marketing experience.

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