Managing a large call center can present a huge challenge for staff manager. How can he or she evaluate the staff fairly based on call center statistics, while at the same time ensuring customer satisfaction?

Managing Call Center Agents

Call center staff are often driven by statistics. They need to close a certain amount of calls a day. The bigger the call center, the more important these stats become since it is often the only way of measuring productivity.

The challenge that faces most call center managers is that it is very difficult to encourage staff to go the extra mile for clients if they are trying to close as many calls as possible. There are two scenarios that are all too familiar to managers:

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