Customer service agents play a vital role in your contact centre. You can have an expensive top-notch customer experience platform, but if you and your call centre team are not on the same page, it will not improve your business.

In this week’s article, we will be talking about how to manage and build an effective call centre team. We will give you tips and tricks on how to improve your team’s performance, with techniques and concepts that are essential for managing your team.

Know what your customers want

Your customers want timely, personalised and straightforward customer service. They don’t have time to wait, and they want their problem solved immediately with effective solutions.

According to CRM Magazine, 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries.

It is vital to look into a self-service portal as an option for your business.

Who are your customers

By utilising customer feedback, you will be able to gain a better understanding of what your customers want and don’t want. Research who your customers are, what services are you offering to make life easier for them. By looking at your target audience from their perspective, you will be able to gain knowledge of the journey they take when utilising your services.

Implement a vision for your contact centre.

Have you defined exactly what your customer service vision is?

The vision that you create for your call centre should be in line with your companies’ vision statement. This vision should be a clear message that defines the level of service that you as a business want to be provided to your customers. It should be futuristic, building towards what you want your call centre to be in the future.

Contact centre goals and business goals

There should always be goals set for your call centre. These goals should be aligned with your business goals. Take into consideration when building these goals:

• How to reduce costs, increase revenue, ensure consistent growth

• What are the reasons that your business goals are linked to your call centre goals

• Set goals that are achievable


“A goal without a plan is just a wish” Antonine de Saint Exupery. To achieve your business or call centre goals a clear plan for achieving it needs to be set. By using the SMART methodology, you will be able to define the goals set.






Time management

Work efficiently in your call centres. Create a schedule. Look at your historical data for information on how to build the best schedule plan. The historical data will help you establish when are your busiest times. What days of the week are your most active, what times of the month are your busiest, how many staff members do you need for each shift ? all of these play a role in building a schedule that works best for you company.

Customer service QA

Call centre team leaders should be looking for ways to improve the quality of service they deliver consistently. Identify the causes behind specific problems. This can be done by using root cause analysis. Most issues are either customer service related or a product-related issue.

Social Media

Look how you are handling your online customer reviews. The majority of people today are looking on social media for results on a company’s reputation. When a customer has received lousy service the first place they think of going is social media to complain. You as a company should be monitoring social media carefully. Social customer care is a way business can show their customers that they care. Engage with your customer and respond timeously to the comments that make. By answering you are showing your customers that you care about their opinions. By not responding to customers on social media can lead to negative word of mouth advertising, loss of loyal customers and decreased loyalty to your brand.

Empower your call centre agents

To improve your customer service, you need to start in-house with your own agents. Reward and empower your call centre agents. Loyal employees will make your customers happy. At Teleforge we reward our agents on a weekly basis. We have done this by implementing an incentive scheme. We have seen a drastic change in the team.

Train your call centre agents

You want your call centre agents to be able to deal with customers effectively; this can only happen if you have given them the right call centre training. Teach them how to build lasting relationships with customers. Call centre agents should be able to empathise with the customer’s problem and ensure them that will be resolved as soon as possible. Always have your call centre say thank you to the customer for contacting them when the call is done.