Resources Management in Call Centers

A call center’s main product is the service delivered by agents. The demands of the job require specific skills such as:

• ease in interaction with strangers;

• speech fluidity;

• good coping skills for specific actions.

Since an agent is expected to handle different cases together with different kinds of personalities of the callers, patience is also a requirement.

With these conditions it is necessary to handle the hiring carefully. Finding and keeping the right people for the job is one of the most difficult and crucial parts of call center management.

Incentive plans, bonuses and benefits are a key to employee motivation and productivity. Staff motivation is closely related to efficiency, efficacy and quality of a call center. If agents are appreciated for their successes, they get inspired to continuously improve.

Call center employees must deal with many difficult customers, their actions being micromanaged and monitored in the meantime. Under such conditions, low morale and a total lack of enthusiasm for the job are not uncommon to happen. It is up to call center supervisors and managers to create an environment where a culture of optimism can flourish. 


Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

How to decrease turnover rates?

Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

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Stan Billue releases his classic Sales Training Series in MP3 Format

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Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.