Call Center Management
Call Center Management is the process of directing and controlling a business's call center operations. This specifically involves managing resources, implementing strategies for customer satisfaction, ensuring efficiency in resolving customer issues, monitoring quality control, and improving team performance in providing exceptional support and service.
Level 1: Emerging
At an emerging level you are demonstrating a basic understanding of call center operations. You handle customer inquiries efficiently, promote positive customer experiences, and maintain service level objectives.
Level 2: Proficient
At a proficient level, you are skilled in effectively managing call center operations, ensuring smooth communication between customers and agents, and resolving issues promptly to increase customer satisfaction.
Level 3: Advanced
At an advanced level, you are able to effectively manage call center operations, implement strategic initiatives to enhance customer support, and lead a team to deliver exceptional service consistently.
