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June 21, 2024

Call Center Management Best Practices

If you work in the call center industry, regardless of your role, you know that managing a call center is far from easy—whether you're overseeing 10 agents or 100. Effective management goes beyond merely scheduling agents and occasionally monitoring KPIs. However, effective call center management is crucial for delivering exceptional customer service, optimizing operations, and ensuring employee satisfaction.

Furthermore, managing a call center involves a strategic vision, the right tools, data-driven decision-making, and the ability to consistently motivate staff to meet performance targets, among other critical aspects. Naturally, this can be overwhelming.

Here’s a comprehensive guide to the best practices for contact center management.

Highlights of the blog: 

  • What is Call Center Management?
  • Contact Center Management Best Practices
  • Employ and train the best employees
  • Prevent agent burnout with flexible scheduling
  • Make sure your team has the newest technology available
  • Create self-service resources
  • Have two-way feedback sessions
  • Establish Incentives for Better Performance
  • Conclusion
  • FAQ

What is Call Center Management?

Call center management involves overseeing daily call center operations to ensure customer and agent satisfaction. However, effective call center management is vital, considering the range of duties associated with a normal call center manager. Also, it assists in making sure your call center works properly, that agents regularly fulfill their performance targets, and that calls from customers are handled professionally—a crucial component of maintaining customer satisfaction. 

Therefore, call center management involves more than customer satisfaction. Developing, executing, and optimizing both inbound and outbound interactions between customers and agents is part of a call center's day-to-day management. 

Hence, call center management involves recruiting new employees, mentoring and onboarding agents, allowing regular team communications, assigning tasks, keeping track of performance, using technology, and complying with legal requirements.

Contact Center Management Best Practices

Let's look at some effective call center best practices you can use to make sure your call center runs to its maximum capacity:

1. Employ and train the best employees

Ensure that the people you recruit have the necessary abilities and dispositions, such as enthusiasm and effective communication. Next, from the start, provide employees with thorough training on your company's requirements.

In addition, create a variety of training formats, including videos, text materials, and quizzes, to cater to different learning preferences. Organize workshops and allow new agents to shadow seasoned agents to learn best practices. Thus, offering continuous training opportunities ensures that everyone's skills remain up-to-date.

2. Prevent agent burnout with flexible scheduling

Call center burnout is a common issue due to the fast-paced nature of the employment there. Nevertheless, you must consider appropriate scheduling and workflow balance to complete more work without compromising quality.

Additionally, effective scheduling can help address these challenges. It fulfills two key functions: ensuring sufficient agents to manage peak call volumes without overburdening them and avoiding overstaffing to minimize costs during low call volume periods. The objective is to strike the right balance by considering expected call volumes and each agent’s capacity to work efficiently without facing burnout or exhaustion.

3.  Make sure your team has the newest technology available

Get ready to make technological investments for efficient call center management. Advanced tools, such as CRM systems, ACD, IVR, and analytics software, streamline operations, enhance customer service, and enable data-driven decision-making. Providing agents with cutting-edge technology empowers them to perform efficiently, resolve issues quickly, and maintain high service standards, ultimately improving overall productivity and customer satisfaction.

According to the study, 48% of employees think using the right tech makes them more productive. So, it is important to equip your call center agents with a robust call center software system. Therefore, using the Live platform will complement the efforts of the people working at your call center.

4. Create self-service resources

Provide self-service solutions for customers to enable them to fix problems on their own. These might range from community forums and how-to videos to in-depth product guides and FAQs. Moreover, self-service tools can increase revenue, reduce the volume of customer phone calls, and relieve agents of some of their workload. 

5. Have two-way feedback sessions

Regular two-way feedback sessions are vital for fostering communication, improving performance, and maintaining a positive work environment in call centers. They will help your employees feel acknowledged and more committed to the center's success. However, they may frequently provide ideas and suggestions that your customers wouldn't ever consider, and they are well aware of what isn't working. According to the statistics, 41% have left a job because they didn’t feel listened to.

Consequently, regular, two-way communication may also help increase employee engagement, a key factor in productivity.

6. Establish Incentives for Better Performance

It is well established that incentives motivate workers to perform at their highest level. Therefore, if you want your call center to be at the top of its game, with agents remaining courteous and working hard to address difficulties, you should consider incentives like quotas and awards. 

Incentive programs should be clearly defined, fair, and aligned with the company's goals. Regularly updating and communicating these incentives can drive motivation, increase job satisfaction, and lead to higher performance and customer service levels.


Effective call center management requires a blend of strategic planning, technological investment, and a focus on people. Following customer service contact center best practices can result in positive support experiences and a stronger bottom line.

As a result, continuous improvement and a commitment to excellence will ensure that your call center meets and exceeds customer expectations.

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1. How can I improve agent performance in my call center?

Improve agent performance through comprehensive training, regular feedback and coaching, clear performance metrics, and providing the right tools and technology. Recognition and incentives also play a crucial role in motivating agents.

2. What technologies are essential for a modern call center?

Essential technologies include Customer Relationship Management (CRM) systems, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), analytics and reporting tools, and AI-powered chatbots for handling routine inquiries.

3. What are some key call center performance metrics to track?

Some of the most important call center performance metrics to track include:

  • Average handle time (AHT)
  • First call resolution (FCR) rate
  • Customer satisfaction (CSAT) score
  • Net Promoter Score (NPS)
  • Agent utilization rate
  • Call abandonment rate
  • Call volume and wait times

4. What strategies can help reduce agent turnover in a call center?

Reduce agent turnover by fostering a positive work environment, providing career development opportunities, recognizing and rewarding good performance, ensuring manageable workloads, and maintaining open communication channels.

5. Why is continuous improvement important in call center management?

Continuous improvement is vital to adapt to changing customer expectations, technological advancements, and industry trends. It involves regularly reviewing and refining processes, training, and strategies to maintain high standards of service and efficiency.

6. What are the benefits of effective call management?

Benefits include improved customer satisfaction, increased operational efficiency, better resource utilization, and enhanced agent productivity.

7. What are the Challenges of Managing a Call Center?

Call center managers face challenges such as high employee turnover, managing a workforce of on-premises and remote employees, identifying and meeting customer expectations, data privacy, and effectively offering omnichannel support.

Learn more about how the Live product family can help you support and improve your customer experience strategy.

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