What is call center management?

Call center management entails responsibility for the day-to-day operations and the meeting of customer service goals at a call center. Managers must make certain that predetermined processes and procedures are followed, problem areas are identified and corrected, and adherence to all government and industry regulations involving call recording are being followed.

A call center manager’s duties may include ensuring the confidentiality of customer information, implementing improved working procedures, maintaining call quality, coaching and motivating staff, performance reviews, recruiting and interviewing qualified call center agents, and problem solving.

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