The modern call center is highly dynamic and real-time oriented, with advancements being made within the technology realm to improve productivity and oversight. As a result, the role of the call center manager is evolving from focusing on monitoring and support to analytics and active engagement. There is also significant attention being given to technology-driven hyper-personalization and meaningful customer engagements, as customers interact via email, call, chat apps, etc. Call centers are emerging as pivotal areas of customer journey design and brand experiences, increasing the challenges that call center managers face today.
On an operational level, nearly 50% of contact center firms believe retention to be a key challenge for talent management
Additionally, with only around 11% of call centers being equipped to provide customers a true omnichannel experience, there is a significant manual load that leaders need to manage to execute daily operations seamlessly.
Why Call Center Management is Highly Complex?
One of the main reasons call center management is tedious, and resource-intensive is that it is a highly complex domain. Therefore, several manuals and automated elements within the call center ecosystem add additional layers of management and monitoring for enhanced output.
From ensuring customer satisfaction to improving retention, there are several parameters that call center managers will need to focus on within the function. The domain is also becoming increasingly reliant on data analytics and business intelligence, providing real-time insights for more agile decision-making.
AI is also emerging as a core call center trend, where enterprises are scaling up capabilities through automated learning, streamlined interactions, and customer insight derivation. AI Chatbot empowers agents to focus on highly qualified inquiries, more meaningful conversations, and impactful omnichannel engagement at scale.
Let us further explore why working in call centers is emerging as a tedious task –
- Dynamic workloads make planning and resource management difficult, leading to higher pressure, lower staff count, low morale, attrition, etc.
- Lack of centralization of infrastructure leads to repeat customer calls, information mismanagement, lack of updating, and follow-up issues.
- The repetitive nature of calling and engaging with customers across cities can be draining, requiring extensive training to deal with angry callers.
- The focus on shorter call times, tighter schedules, and KPI adherence adds extra pressure on managers and workers within call centers.
- A lack of access to technology integration can lead to offline problem solving, which lowers productivity and introduces risk.
5 Key Challenges Call Center Managers Face Today
There are several challenges that call center managers face in an increasingly complex and dynamic customer engagement model. Here are 5 of the top call center management challenges.
1. Managing the Complete Scope of Call Center Automation
Automation of workflows and processes is one of the largest areas of innovation within the customer center management sphere. Nearly 75% of enterprises plan to shift call center operations to the cloud, owing to the critical benefits of digitization, cybersecurity, and data analytics.
This is making the role of a call center manager more complex, as there are several challenges to overcome when transitioning or leveraging fully scalable cloud resources. In addition, close to 79% of enterprises are also considering investing in AI to streamline workflows, requiring significant training and optimization for complete adoption.
2. Boosting Productivity Across the Call Center Ecosystem
Ensuring employees can deliver regularly is a key challenge that call center managers need to focus on for continued results. Through regular audits, enhanced training, and streamlined communication, managers are improving the output levels of agents across their operational purview.
That is why technology plays a vital role in the modern call center. The enhancement in efficiency, streamlined data access, cybersecurity measures, and process-based workflows empower agents at every stage. In addition, with productivity being a key challenge, solutions such as AI and call center management software help enhance worker output and lower overall channel costs.
3. Improving Customer Satisfaction and Engagement Quality
Customer satisfaction is an essential metric that organizations prioritize for their customer care centers. In fact, the percentage of service leaders who consider cost reduction a top priority is set to fall 32% in the coming years due to the greater attention being given to experience design.
Managers need to ensure that customers are being given an optimal engagement experience across email, call, video, and chat and that the human element is being preserved in every conversation. The transition from a functional to a relationship-focused model is vital for every call center to improve revenue and customer satisfaction.
4. Lowering Attrition and Ensuring Optimal Employee Satisfaction
Even the leading enterprises within the customer contact center domain can experience more than 20% employee turnovers, owing to the nature of the role and the complexities present within. As a result, attrition is one of the greatest areas of attention for managers within the domain, targeting through digitization, training, and other critical interventions.
Employee satisfaction plays a major role in retention, with engaged call center employees being 8.5 times more likely to stay with their organization. Managers need to ensure that agents are aligned with the enterprise’s overall culture, vision, and mission while having the right resources for open communication.
5. Optimizing the Remote Employee Network via Cloud
Nearly 77% of service organizations are adopting or accelerating their work from home policies by introducing remote technologies, better data access, and process digitization. However, while teams can securely access the centralized call center suite, managers must ensure uptime, availability, scheduling, and other operational aspects.
A key challenge for managers within the call center domain is aligning all resources, teams, and assets within the remote network. Multiple tools, chat apps, document sharing sites, and internal communication models add greater complexity to daily operational challenges. A truly centralized cloud call center software is the key to solving this problem area for enterprises.
Call center managers must focus on multiple metrics and strategic activities to ensure optimal functioning across domains. From data analytics to intelligent case management, there are several technological and talent-related challenges that managers need to solve daily. In addition, to offer a truly streamlined and engaging experience to customers, call center managers must align teams through a central call center management software.
Learn more about Ameyo’s comprehensive call center management suite for businesses.