While the term “call center management” conjures up a lot of concepts, there manages to be a common denominator behind it all: metrics. Most people immediately think of the job as strictly keeping up with set of expectations and urging everyone to do so. Although metrics play a large role in a call center executive’s performance, it is not the be-all and end-all of the position.
Being a call center executive requires a fair set of core competencies. If you have recently been contacted by recruitment firms, like The Call Center Group A-z, LLC, as part of an executive recruiting spree, here are some of the skills you need to exhibit during your interview(s).
Millions of people around the world work in conventional call center jobs. Try asking them about their trade and you’ll typically receive this reply about nine times out of ten: it’s one of the toughest ones they’ve had. Technically, any paying profession in the world has a certain degree of toughness, so that doesn’t technically make a call center job a bad one. In fact, try pressing an agent further and you’ll learn that there’s actually a good array of both social and professional skills that can be learned from a contact center career.
First, there’s listening. It’s quite self-explanatory that call center agents listen to a lot of people regularly. Call center agents need to be better listeners since every customer’s situation differs in some way, and listening intently enables them to better analyze the issue and come up with an appropriate plan of action.