What is Call Centre Management? Best Practices & Strategies

What is a call center?

A call center is an intermediary communication channel between the business and the customers that mainly concentrates on resolving customer issues. The customer support is done by the customer representatives resolve the issues through phone calls.

What is Call Center Management?

Call center management performs daily activities or tasks related to employee training, sales, arranging meetings, handling customer requests and many other activities are managed and operated well.
Channels used by the call centers to reach the customers:


• SMS
• WhatsApp messages
• Email
• Phone
• Website chat
• Video


The crux of the call center management is to get 100% customer satisfaction for which few ones must refine to make your call center management more efficient and effective, few best practices are suggested in this article:

  1. Finding the right candidates: To be successful, any organization must find the right candidate with excellent communication skills, good behavior, basic knowledge regarding the end products of their company, should have the capability of handling the customers smoothly, listening skills should be more, ability to handle the complicated customers easily.
  2. Training and continuous learning: The important step in the recruitment process is to give proper training to the selected candidates which make them comfortable and confident enough in handling calls.
  3. Encourage your employees: Boost the employee’s confidence levels by conducting various fun related activities that give them a break that helps your employees in getting rid of boredom from regular working style. Conduct sessions, one on one or team discussions to resolve the issues they are facing with the customers.
  4. Mutual co-operation: A management team is said to be successful only when there is a good working balance maintained between the management and their employees.
  5. Defined times: Estimate the required call agents to manage the average call volumes, identify the peak hours per day, month and year that helps call center management to assign the agents on a rotation basis so that no one feels burden or stress over handling more work hours. This strategy helps the customers by reducing their waiting time, particularly for small call centers.
  6. Monitoring: Call center managers need to monitor the agent’s behavior while handling the customer calls that helps the management to generate annual reports and before giving them incentives.
  7. Conduct survey: Conduct surveys to stay connected with the customers using the media like mail, chat, SMS and phone calls so that it helps where the company is lagging behind in promoting the products and company image.
  8. Modernized technology: Day by day the call centers are implementing modernized technologies helping them to handle huge call volumes thereby resolving a greater number of customer issues compared to call centers managing basic setups for handling customer’s calls.
  9. Maintain backups: Call centers should store the entire customer call records and maintain them as a backup that can be used for retrieving the customer information whenever required, for example, customer present residential address, phone number, and issues resolved in the past and others.
  10. Customer feedback: The major factor that highly influences the call center management progress is customer feedback. Improve your call center efficiency by getting more customer feedbacks regarding the call agents’ behavior, whether the issues are resolved by the agents or not, and other such factors are majorly concerned for the improvisation of any call center.

These are the few strategies suggested for all the start-up call centers to get quick solutions resulting in faster success in a short period of time.