GoResponse Telephone Answering Service Staff

Top tips for finding good call centre managers

Outsourcing telephone answering services to a third party can be a great way for companies to ensure that they get the best customer service possible instead of trying to do all the work themselves.  However, it is vital that the right call centre is chosen, and there are a number of ways in which individuals can spot good managers.

One of the most important aspects of a good manager is that they model the right behaviours, instead of telling their team to do one thing whilst they do something completely different.  The old adage: “Do as I say and not as I do” has no place in a manager’s role, and individuals should also be striving to work just as their team should.

For those wanting to outsource their call centre operations, taking the time to look at a company’s hiring process is also important.  Some of the best firms will employ their telephone answering service managers by sitting them in a room and having an informal Q&A session with team members.  This instantly highlights leadership material.

Other factors to look for in good telephone answering service managers is a patient and calm manner, the ability to always be polite, and the skills to place themselves in a customer’s situation.  Outsourcing call centre operations can have huge benefits for many firms, and by taking the time to ensure that high quality managers are employed, executives can have confidence that the best customer service possible will be offered.

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