Why Call Center Management Training Matters

Many of us have suf­fered through bad man­agers. Whether it was in our first job at a burger shack or in our pro­fes­sional careers, being directed by a man­ager who lacks the per­son­nel or moti­va­tional skills can have last­ing, dele­te­ri­ous effects.  There is a rea­son the tele­vi­sion series “The Office” was so pop­u­lar in the U.K. and in the U.S., or that so many work­ers can relate to the car­toon “Dil­bert.” Some­times man­agers are cor­rupted by power, but more often than not, bad man­ag­ing styles hap­pen when employ­ees are pro­moted to lead­er­ship posi­tions with­out proper train­ing or support.

We see this hap­pen a lot within call cen­ters. A top-performing agent is iden­ti­fied and then pro­moted and expected to per­form at the same level with­out clear expec­ta­tions or train­ing. Some­times these newly minted man­agers can intuit how to lead, but more often than not, they strug­gle to moti­vate and retain employ­ees, and meet the company’s objec­tives. Most orga­ni­za­tions with call cen­ters real­ize the value of agent train­ing, but miss out on the equal impor­tance of man­age­ment train­ing. When call cen­ters are strug­gling to meet its basic KPIs, it is often because the man­agers or team lead­ers lack the ade­quate skills set to empathize, com­mu­ni­cate, moti­vate and inspire.  When call cen­ters have well-trained staff who are sup­ported by well-trained man­agers, the orga­ni­za­tion as a whole will real­ize the ben­e­fits of less turnover and greater achieve­ment of KPIs.

How is Man­age­ment Train­ing Different?

Man­ag­ing call cen­ters requires spe­cific skills and tech­niques. Beyond the basic knowl­edge and under­stand­ing of the day-to-day oper­a­tions, call cen­ter man­agers need to know how to inspire their agents, com­mu­ni­cate key met­rics, and act as coaches who can inspire the whole team to per­form at their best. Addi­tion­ally, call cen­ter man­agers need to pos­sess aware­ness of human resource and legal issues so they can ensure com­pli­ance in all areas.

It is no secret that call cen­ters can be very stress­ful envi­ron­ments. Han­dling calls from aggra­vated cus­tomers all day takes its toll, so man­agers must also know how to sup­port their staff and pro­vide teach­ing moments through­out the day.

Given these demands, the train­ing require­ments for call cen­ter man­agers is unique. Pro­fi­cient man­agers of call cen­ters should be able to:

  • Lead with integrity and lead by example
  • Under­stand pro­duc­tiv­ity and qual­ity mea­sure­ments and know how to get agents to perform
  • Cre­ate mean­ing­ful goals and get team buy-in on the shared vision as well as set indi­vid­ual goals for agents
  • Mon­i­tor per­for­mance and pro­vide rel­e­vant feedback
  • Pro­vide mean­ing­ful reviews that help employ­ees reach their full potential
  • Trou­bleshoot chal­leng­ing sit­u­a­tions and know how to nav­i­gate nego­tiable and non-negotiable situations


As the above list demon­strates, these are often skills that require train­ing. Impact Learn­ing has devel­oped a train­ing course specif­i­cally for man­agers that address all these skills and more. Sim­i­lar to our other train­ing pro­grams, we don’t just teach and move on. Our suc­cess and our customer’s suc­cess is a direct result of our con­tin­u­ous learn­ing and engage­ment emphasis.

Call cen­ters are demand­ing envi­ron­ments that test the skills and patience of its agents hour by hour. In order for agents to per­form at their best and deliver the qual­ity, cus­tomer expe­ri­ences that you expect, they need to be led by strong man­agers who can empathize, moti­vate and mit­i­gate con­flict. In order for call cen­ter man­agers to per­form at their best requires train­ing and con­tin­u­ous devel­op­ment. When both the agents and the man­agers are invested in through qual­ity train­ing pro­grams, your call cen­ter will see higher pro­duc­tiv­ity, less turnover and quicker achieve­ment of the KPIs that max­i­mize cus­tomer sat­is­fac­tion and profitability.

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