To help your call center employees do the best job they can – and raise the level of customer service in your call center at the same time – we have five steps to effective call center management.

1. STEPS
5
To Effective
Call Center Management

2. While call centers are an essential component to a full customer service staff,
they can also be one of the most challenging. The people that work in call
centers typically handle a high volume of complaint customers, which can be
stressful and demoralizing. In addition, these centers are often very busy, and
employees are expected to answer a certain number of calls every hour,
adding to the stress of the environment.
To help your call center employees do the best job they can – and raise the
level of customer service in your call center at the same time – we have five
steps to effective call center management.
Pointel

3. Hiring Natural Talent…
Pointel
1

4. Few call center managers put sufficient time and energy into hiring the best
people for the job. It is important for call centers to bring in employees that
have a natural aptitude for customer service, with effective communication
and listening skills, an enthusiastic attitude and a strong memory retention.
By carefully screening new hires into call centers, you can begin working with
individuals who have the characteristics necessary to provide optimal
customer service in the first place.
Hiring Natural Talent…
Pointel
1

5. Few call center managers put sufficient time and energy into hiring the best
people for the job. It is important for call centers to bring in employees that
have a natural aptitude for customer service, with effective communication
and listening skills, an enthusiastic attitude and a strong memory retention.
By carefully screening new hires into call centers, you can begin working with
individuals who have the characteristics necessary to provide optimal
customer service in the first place.
Hiring Natural Talent…
Go to next step
Pointel
1

6. Thorough Training…
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2

7. Once you have hired the best people for the job, a comprehensive training
program is another essential feature of a high quality call center. Special focus
should be placed on dealing with customer complaints, since these customers
may make up a majority of the calls received.
When employees feel equipped to handle complaints, and they see them as
an opportunity rather than a hurdle, they will be more likely to tackle those
calls with zeal.
Thorough Training…
Pointel
2

8. Once you have hired the best people for the job, a comprehensive training
program is another essential feature of a high quality call center. Special focus
should be placed on dealing with customer complaints, since these customers
may make up a majority of the calls received.
When employees feel equipped to handle complaints, and they see them as
an opportunity rather than a hurdle, they will be more likely to tackle those
calls with zeal.
Thorough Training…
Go to next step
Pointel
2

9. Smart Scheduling…
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3

10. When call center employees begin to feel over-worked and overwhelmed, the
quality of service automatically goes down. Proper scheduling is essential to
ensure customers get assistance in a timely fashion and that the service they
do receive is patient and friendly.
When determining scheduling, do so by the quality of calls, rather than the
quantity. This will ensure that you have sufficient staff to provide the highest
quality of service possible to your customers.
Smart Scheduling…
Pointel
3

11. When call center employees begin to feel over-worked and overwhelmed, the
quality of service automatically goes down. Proper scheduling is essential to
ensure customers get assistance in a timely fashion and that the service they
do receive is patient and friendly.
When determining scheduling, do so by the quality of calls, rather than the
quantity. This will ensure that you have sufficient staff to provide the highest
quality of service possible to your customers.
Smart Scheduling…
Go to next step
Pointel
3

12. Regular Evaluation…
4

13. To keep call center staff motivated, it is important to regularly assess the
quality of service that is being provided. Your evaluation program should
accommodate every call center employee on your staff and provide you with
sufficient information to accurately assess the quality of service each
employee is giving. Evaluations need to be given regularly to ensure call
center reps maintain a consistent level of service every time they are on the
job.
Regular Evaluation…
Pointel
4

14. To keep call center staff motivated, it is important to regularly assess the
quality of service that is being provided. Your evaluation program should
accommodate every call center employee on your staff and provide you with
sufficient information to accurately assess the quality of service each
employee is giving. Evaluations need to be given regularly to ensure call
center reps maintain a consistent level of service every time they are on the
job.
Regular Evaluation…
Go to next step
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4

15. For one more step
5
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16. Who is POINTEL?
Pointel

17. GENESYS
Partner
Pointel
Who is POINTEL?

18. GENESYS
Partner
Pointel
Who is POINTEL?
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 400+ deployments for
Fortune 2000 companies.

19. GENESYS
Partner
Pointel
Who is POINTEL?
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 400+ deployments for
Fortune 2000 companies.
With over 150+ employees and locations in the United States (New Jersey, Texas),
India (Chennai) and Poland (Warsaw), we are well equipped to serve worldwide
customers. The strength of our company is the technical capability of the entire team
to take up challenging projects and deliver them on time and on budget.

20. GENESYS
Partner
Explore more
Pointel
Who is POINTEL?
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 400+ deployments for
Fortune 2000 companies.
With over 150+ employees and locations in the United States (New Jersey, Texas),
India (Chennai) and Poland (Warsaw), we are well equipped to serve worldwide
customers. The strength of our company is the technical capability of the entire team
to take up challenging projects and deliver them on time and on budget.

21. With over 150+ employees and locations in the United States (New Jersey, Texas),
India (Chennai) and Poland (Warsaw), we are well equipped to serve worldwide
customers. The strength of our company is the technical capability of the entire team
to take up challenging projects and deliver them on time and on budget.
GENESYS
Partner
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 400+ deployments for
Fortune 2000 companies.
Explore more
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Pointel
Who is POINTEL?