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hey everyone this is nate from get voip and today we're talking about call center management we'll explain what it is define the three essential roles and give you some insider tips on how to create an effective call center management strategy for your agents and your customers let's get right to it call center management encompasses the complete process of developing implementing and monitoring all of your call centers internal and external communications though many associate call center management with streamlining and optimizing customer support and sales strategies it's also about ensuring agents have the tools and training they need call center management includes customer facing communication like tech support sales and customer service agent training and employee management workforce management and agent scheduling inbound call flow design and outbound dialer strategies ivr and business process automation analyzing real-time and historical call center data there are three main roles within call centers managers supervisors and agents the call center manager takes the leading role in business operations evaluating customer and agent needs and finding creative and of course cost effective ways to meet them managers also define agent and supervisor performance standards how to measure them and develop the training materials needed to execute them they select business hardware and software outline hiring and hr processes and monitor kpis to identify areas for improvement at the macro level a call center supervisor trains assists and monitors agents determining how well agent customer interactions meet management expectations and evaluating individual performance they must identify consistent operations successes and failures and then bring them to management's attention supervisors are responsible for onboarding task management and project assignments optimizing agent schedules and above all reviewing real-time calls call recordings and transcriptions for essential insights call center agents serve as business representatives whether for sales or customer service speaking to clients and leads directly their goal is to keep all communications effective accurate and efficient while increasing sales revenue and maintaining high client retention rates agents provide live support make outbound calls manage appointments take orders provide billing and shipping updates provide account overviews the list goes on they are the front line workers of the call center over a quarter of consumers say call center agents fail to meet their customer service expectations but the truth is that agents are only one aspect of the larger call center environment to keep your call center effective you'll need to develop effective strategies for every role and prepare to update those strategies almost constantly if your customer satisfaction rating has dropped we suggest evaluating your current training materials implementing crm software to give agents quick access to key information and sending out customer surveys to learn more about what's causing these issues long customer wait times are a huge reason for unhappy customers to keep wait times manageable use automated callbacks to let customers receive a call back at the time they choose themselves instead of keeping them on hold use ivr to provide automated customer self-service and evaluate real-time call queue to understand how to better optimize available agents ineffective agent scheduling can mean agents spend up to 25 percent of their paid time idle waiting for inbound calls or lacking the tools and resources they need to make outbound calls to fix this use forecasting analytics to identify peak times and rely on workforce management tools to streamline schedules and learn when your call center is over or understaffed other call center management best practices include hire agents across time zones to increase productivity and availability provide estimated call wait times and use call routing strategies to connect customers with the best available agents identify processes you can automate without sacrificing customer service quality create agent scripts and internal knowledge bases keep call quality high by investing in new hardware like headsets and microphones with background noise suppression run daily weekly and monthly analytics reports to stay up to date with agent and customer behavior to learn more about call center management check out the link in the description box below if you enjoyed this video don't forget to like comment share and subscribe to our channel and hit the notification bell below to be the first to know when we upload new videos so you can keep up with our journey to simplify the voip world till next time this is nate from get boy [Music] you