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
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.
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.