Operations, Call Center

What are call center operations?

Call center operations refers to the workflows within a call center that keep its primary functions continuously going. Call center operations can be broken down into at least five areas. First there is the executive team, which makes decisions related to the company as a whole. They focus on various factors such as finances, marketing, and hiring and make impactful decisions stemming from performance and revenue. Call center managers are usually those who are well-versed in a call center’s processes and report directly to the executive team. They may also manage client relations, and are responsible for maintaining relationships with clients. Team leaders are those who lead a group of call center agents. Team leads are responsible for coaching and managing agents. They are usually separated by their roles. Some team leads may manage a sales group of agents while others focus primarily on customer service. They can also manage different clients. Some may lead a team of agents that provide service for a retail goods company and others could lead agents that work as internet service provider representatives. 

Call center agents are at the heart of a call center, as they interact with customers day in and day out. They represent the company that they are assigned to and perform several tasks such as account maintenance, payment processing, or contact information updates. Call center operation trainers are those employees with expert knowledge about a company, and are experienced in teaching agents what they need to know to perform their job duties.

More Operation Resources for Contact Centers

Call Center Wallboard Monitoring Software | LiveVox Wallboards

Big screen display. Create a command center on the agent floor with LiveVox’s Wallboards and project your real-time activity on big screens in the office. Go beyond standard contact center reports with Business Intelligence and Performance Analytics.

5 Call Center Challenges and How to Solve Them in 2023 (livevox.com)

How can call center operations be improved? By knowing what problems to look out for. Let’s dive into the most common call center challenges and how to overcome them.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.