Managers wear many different hats – it’s just the nature of the job. Managers who have to run a call center are no different. Running a successful call center requires a manager to have his finger on the pulse of all activities.

A call center involves fast paced, repetitive work that requires a lot of motivation from employees. Being able to keep your employees happy while still retaining quality customer service may take a little initiative.

People want to feel that their voice is being heard and this goes for employees, also. Listening to your employees, treating them with respect and allowing them to have an outlet for either ideas or gripes goes a long way in maintaining a healthy work environment. If employees offer ideas for improving productivity, allow them to be heard. It’s very possible, since they are on the frontline, that they may come up with something very applicable. Everyone has a vested interest in the company doing well. Appreciate your employees for their creativity.

Along with listening to the employees off the phone, listen to them while they are on the phone. Checking in with each representative periodically, to be certain they are following protocol and are pleasant and attentive, is something that should always be done. Calls are monitored for quality assurance - use this to your advantage.

Offer incentives and rewards for outstanding performances. Recognition for a job well done is always a great motivator. Set the parameters of the reward and make sure it is something that takes a priority each month. Everyone loves a little bonus and employees will feel that management cares that they’ve gone the extra mile.

Allow for scheduling changes. Things are going to come up, life happens and employees need to know that they are able to make changes, within reason. Planning scheduling software is a great tool to help keep track of everyone’s work schedule. Also, allow for proper, timely breaks with the understanding that employees are to be ready for calls precisely when their break is over.

Turnover is high in call centers and investing in a great employees takes time. With your exceptional management and organizational skills and understanding a few key elements to maintain a happy relationship with your employees, you are building a successful call center.