Glossary

Contact center management

What is contact center management?

Contact center management comprises the processes and technologies a business uses in the daily operations of its customer support center. It includes developing, implementing and streamlining processes for communications between customers and agents. The ways in which these processes are handled contributes to a contact center’s performance, with the aim of providing an exceptional customer experience.

Some essential considerations in implementing an effective contact center management strategy include:

  • Agent training: Well-trained agents are more efficient and effective at handling inquiries, as well as more adept at using contact center technology.
  • Quality standards: A contact center should set and meet quality standards in order to ensure good customer service delivery, as well as compliance with industry regulations. Quality standards also help to identify areas where agents may need additional training.
  • Reporting and analytics: The metrics tracked will depend on contact center objectives. Examples include customer satisfaction score (CSAT), customer retention rate, first contact resolution (FCR), average handle time (AHT) and more.
  • Operations: Effective operational management helps to ensure that calls are answered quickly, that there is adequate staffing and that inquiries are transferred to the correct department. It also facilitates quick identification of problems and bottlenecks to be resolved so that the contact center runs smoothly.

Benefits of contact center management

As a business grows, so does its volume of customer support queries. Outsourcing your contact center management — having a third party provider manage operations — can be an optimal way to meet these growing demands. The benefits include:

  • Cost efficiencies: You can reduce expenses that would otherwise be used for office rent and facility maintenance, capital expenditures, hiring and training agents and more by working with a provider who has already made these investments.
  • Experience: The ability to lean on an outsourcing partner’s earned expertise can shelter you from having to learn things the difficult way and making costly missteps. There is also potential to benefit from ideas and techniques that may come from outside the boundaries of your company’s industry or vertical.
  • Access to technical solutions: Many providers offer an array of technical solutions and a team of experts who can not only help you map the right solutions to your needs and budget, but also capably deploy those solutions efficiently.
  • Ability to focus on your products and services: Outsourcing your contact center management enables your business to focus its efforts on bettering its products or services.
  • Scalability: The flexibility to scale as necessary is especially helpful for companies with seasonal or fluctuating customer query volumes.

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