Call Center Management

Call Center Management Best Practices

Call Center Management can be a big challenge for the call center manager. Call centers are generally labor intensive and high volume operations so because of that the way call center management is approached is very important. Having the right management approach for call centers can make a difference between success and failure. As any other management approach managing a call center should be organized around cost, quality, customer satisfaction and call center profitability.

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Call center managers have no problem with a lack of technology to gather important call center data and information. It is quite contrary, the technology and technical capabilities can be a big distraction. It is very important for the call center manager to lay out the management plan which will include identifying the relevant and most important call center metrics and KPIs. Once the relevant call center KPIs are in place next the ongoing call center reporting must be defined. These are the daily, weekly and monthly reports the call center management will use on an ongoing basis to monitor and manage the call center performance.

The top 5 Call Center Metrics or KPIs which should be used by most call centers are:

1. Call Center Customer Satisfaction

2. Cost Per Call (CPC)

3. Call Center Agent Utilization

4. First Contact Resolution Rate

5. Aggregate Call Center Performance

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Call Center Management, Metrics and KPIs