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Management hierarchy for contact center solutions

Management as defined in business books, is the optimum utilization of resources at hand to complete a task. True to the definition, the management setup in contact center solutions is one of the deciding criteria if the center would reap profits or not. The primary resources in a contact center are it customer care agents. A skilled manager is well versed in concepts of HRM (Human resource management) and works to increase overall performance of the center and at the same time ensure the agents are satisfied with their job and are not overworked.

The Management hierarchy in most contact center solutions consists of a team of agent which is led by a supervisor or team leader. The number of agents in a team depends upon the size customer service firm and the scope and complexity of the processes it handles but on an average it fluctuates from between 8-20. The team leader /supervisor sets agent performance metrics and ensures they are met. Regular team meeting are held and the performance of the team discussed. Agents facing technical or job related problem report directly to a supervisor. The supervisors have authorization to take certain decisions, such as deciding on measures in case of a customer dispute. The supervisors work under a process manager.

The process manager regularly has discussions with the team supervisors and monitors performance levels provided by the quality assurance department. He guides the team supervisors to attain certain benchmarked levels and takes high level decisions. Depending on the size of the call center the hierarchy chain may be longer. There could be a center manager looking after the management of an entire call center.

Management for contact center solutions can only be successful if there is a free flow of information among the management hierarchal chain. Decisions, goals and principles of working have to be communicated at all levels. Human resource management for contact center solution requires a wide area of expertise. It cannot be just learned from books or going to a business school. Experience is a great teacher. A basic understanding of human nature, needs and limitations coupled with concern for fellow workers goes a long way in achieving success, both personal and for the call center.