Call center administrators are responsible for overseeing the day-to-day operations of a call center. They oversee staff members and ensure that customer service representatives are delivering quality service to customers. Administrators also manage the resources available to them, such as technology, budget, and personnel.
As an administrator in a call center environment, it is important to stay organized and maintain good communication with other departments. Looping in stakeholders from other departments helps ensure that customer service reps have access to all information they need, including updated scripts, product knowledge, and industry updates. This ensures that customers receive timely responses to their queries and that representatives are providing professional service.
More Contact Center Administrator Resources
Consent Management Software for Call & Contact Centers | LiveVox
Match engagement with consent status. Compliance concerns can get in the way of how you connect with your customers. Always meet them on their channel of choice with up-to-date preferences and channel consent in mind.
The Qualities of a Great Call Center Manager | Livevox
Inbound volume surges can be detrimental to customer satisfaction if your call center isn’t able to handle them. It falls to managers to make sure your call center is properly staffed.
Great call center managers leverage predictive analytics to determine when they need more agents on call. They also do not shy away from overstaffing. Managers can take advantage of idle time by assigning tasks like follow-up calls and self-assessments.
Top Challenges for Lending Businesses in 2023 | LiveVox
Lending is a paper-heavy process that requires lots of documentation and many rounds of review during underwriting. Loan processors face the challenge of consolidating this information and completing reviews in a timely, organized manner while continuing to interact transparently with borrowers.
Proper data management and consolidation are crucial to making complex and quick decisions. To accomplish this and keep the pace, many lenders are turning to the cloud and all-in-one platforms that provide a data repository synced to communication channels so loan applications are processed as efficiently and accurately as possible.