What is contact center management?

Contact center management is all about how your center runs the show day-to-day. It’s the way managers keep an eye on everything happening across different channels (we’re talking calls, chats, emails, you name it) and organize the workforce to meet customer experience and sales goals as smoothly as possible.

Just a little FYI. The terms “call center” and “contact center” used to be entirely distinct, but now they’re basically synonymous. As more customers slid into other channels like DMs, chat, and email, companies needed to up their game and switch to contact centers to show they can handle it all.

Hardly any businesses today operate a true call center, employing no other communication channels than phone calls. So, we’ll be using call and contact center interchangeably throughout this guide.

Key responsibilities of contact center management

From managing people to refining processes to implementing the right tech, there’s a lot that goes into keeping things running smoothly. Let’s discuss the three main areas every customer contact center manager or contact center quality manager has to handle:

1. People management

This isn't just about finding warm bodies to fill seats. You need the right people with the right skills (and the right attitude) to handle a wide variety of customer queries without feeling overwhelmed.

Once you’ve got the dream team, it’s all about ongoing training and development, as well as making sure they’re motivated and engaged.

According to Gallup, highly engaged teams enjoy a staggering reduction in absenteeism (78%), up to 51% lower turnover, and a 23% boost in profitability. So, yes, engaging your team is more than worth it.

Contact center workforce management software can help here. With the right tools, you can easily monitor your team's performance, manage schedules, and forecast call volumes. This means you’ll have the right number of agents on deck when the phone lines are buzzing — great for productivity, and also for stopping your team from getting overwhelmed and burned out.

2. Process management

Without smooth workflows, even the best team can struggle. As a manager, you’ll kick things off by mapping out the customer journey. This means identifying where issues need to be escalated and figuring out how calls should be routed to avoid confusion.

Once you've laid the groundwork, here are some key responsibilities you'll likely tackle:

• Define where and when issues need to be passed to higher-level agents or managers for faster resolution.

• Set up proper call routing based on agent skills or priority issues. This ensures the right agent handles the right task.

• Constantly analyze performance and adjust workflows. Streamlined processes make sure everything runs smoothly even during peak times.

With nearly half of consumers expecting 24/7 customer service support, and almost three-quarters willing to switch businesses after a subpar experience, your attention to process management can make all the difference in customer satisfaction.

3. Technology management

Last, but most certainly not least, is technology management. Tech is a key part of managing a contact center, and you’re responsible for making sure the right contact center software is in place.

From AI to automation tools, the goal is to simplify processes for both agents and customers. You need to choose the right tools to help agents access customer data fast and handle high call volumes without burning out.

Beyond picking the tools, it’s also on you to ensure the tech is up-to-date, integrates with other systems like your CRM, and is easy for your team to use. Plus, you’ll need to keep an eye on analytics to make sure everything’s running smoothly and make adjustments when needed.

Contact center roles

So, who else is involved in making a contact center tick? Let’s break down the key players:

• Contact center managers and administrators: They’re the big shots in the contact center. They set the vision and make sure everything runs like clockwork. They handle budgets, set goals, and are all about hiring and training the right people.

• Contact center supervisors: Supervisors watch over daily activities and help agents when they have tough questions. They also make sure agents get training and have what they need to keep the energy up and make sure everyone works together.

• Contact center agents: Agents are the ones who talk to customers. They answer questions and fix problems. Agents need to be good at conversing and thinking fast because they deal with all kinds of topics. With many people wanting help 24/7, agents must be ready to give quick support.

What makes a good contact center manager?

What separates the average contact center manager from a great one? It’s all about skills and mindset. Successful workforce or contact center performance management demands a lot from managers, and they need to handle pressure while keeping both agents and customers happy.

Here’s the requirements they’ll absolutely need to have to maintain an efficiently managed contact center:

1. Calm and steady in high-pressure situations

2. Strategic vision

3. Leadership skills

4. Adaptability

5. Accountability

6. Expertise in communication

1. Calm and steady in high-pressure situations

When faced with angry customers, tight deadlines, or technical glitches, a composed manager can think clearly, make sound decisions, and de-escalate tense situations.

This directly reduces stress levels for the whole team, creating a more positive work environment.

To do this, you’ll have to be a great communicator. That means actively listening to your team and customers, understanding their concerns, and conveying information clearly and calmly. So, what does effective listening look like?

Six elements of effective listening —

1. Pay attention: Give your full focus to the person talking. Show you care by nodding or maintaining eye contact. No scrolling through your phone while someone is pouring their heart out!

2. Be empathetic: Put yourself in the speaker's shoes and try to understand their thoughts and feelings.

3. Stay open-minded: Don’t jump to any conclusions. Keep an open mind and be willing to hear different viewpoints.

4. Ask questions: Clarify any points you don’t understand. This shows you’re interested and helps ensure you grasp the message.

5. Summarize: After the chat, recap what you heard to make sure you're on the same page. It helps clear up any confusion right away.

6. Share: Keep track of important points. This way, everyone knows what’s been discussed and what needs follow-up.

2. Strategic vision

Great managers don’t just fix today’s problems. They look at the bigger picture and think about what might happen in the future. They know what’s happening in their industry and understand what customers want, which helps them find ways to make their contact center better.

To build this big-picture view, they keep up with new trends, pay attention to customer feedback and important performance numbers (we’ll get onto KPIs you can use to gauge this a little later), set long-term goals that match the company's plans, and encourage their team to think of new ideas.

3. Leadership skills

Many organizations have identified coaching, communication skills, team leadership, emotional intelligence, and strategy development as key leadership skills. So be sure to keep these in mind.

To sharpen your leadership abilities, consider attending workshops and seminars focused on these areas. Just like you’d encourage your agents to undergo training for their roles, investing time in your own development is a great way to become the best leader possible for them.

Engaging in these programs can provide you with fresh insights and practical techniques that you can apply in your day-to-day management.

4. Adaptability

Customer service is always changing. New technologies pop up, customer expectations shift, and business needs can flip in an instant. The best managers know how to roll with these changes. They stay flexible and are open to fresh ideas, eagerly looking for ways to better the contact center's operations.

To thrive in this environment, it’s important to be receptive to feedback from agents, customers, and other departments. Also, try out new technologies and processes to see what fits best for your contact center. It’s smart, too, to have backup plans ready for those unexpected surprises that can pop up.

5. Accountability

Mistakes are bound to happen. We're all human, after all. But a strong manager raises their hand and takes responsibility when things don’t go according to plan.

The best managers focus on solutions rather than assigning blame, learning from setbacks to improve future processes. This creates a culture where agents feel safe to admit errors and learn from them.

Look at what went wrong and come up with a plan to avoid similar issues later. Have open discussions about challenges with your team and encourage everyone to contribute their ideas for solutions. And don't forget to celebrate the wins and recognize the hard work your team puts in to overcome hurdles.

6. Expertise in communication

You need to be able to share expectations and goals with your team in a way that sticks. This means setting up clear communication protocols to strengthen relationships and make everyone feel supported.

Here’s how:

Setting up your business communication process —

1. Assess your existing business and communication practices and goals

2. Determine key groups within your organization and their interrelationships

3. Establish communication methods

4. Select the appropriate tools

5. Record the process

Best KPIs for excellent contact center management

Great call center managers know the importance of keeping tabs on how their agents are doing. It’s all about tracking these essential call center metrics.

Number of calls received

Tracking the number of calls received helps identify peak times, which can inform staffing decisions and scheduling.

For instance, if you find that Mondays consistently bring in more calls, you can schedule more agents on that day to ensure shorter wait times and happier customers.

How to use this metric:

• Identify trends like seasonal spikes or changes in demand linked to marketing campaigns. 

• If a particular product launch leads to a surge in calls, you'll want to make sure you have enough agents ready to assist customers without delays.

• Compare call volumes across different teams or time periods.

Cost Per Call (CPC)

CPC highlights how much it costs to handle a call. Providing quality support is important, but a high CPC can drain your resources. Smart call centers work to keep call costs down.

Managers can lower CPC by:

• Enhancing customer service training

• Focusing on KPIs like First Contact Resolution (more on that later)

• Using easy-to-navigate software

Cost Per Call formula:

CPC = total call center costs ÷ total calls answered

Average Handle Time (AHT)

AHT measures how long it takes to completely resolve a customer call. This includes the total talk time, wait time, and any follow-up time.

For example, if a manager sees that AHT is creeping up each month, it’s time to dig into those calls and see what's going on. Maybe a special training session is in order to tackle any issues.

Average Handle Time formula:

AHT (in minutes or seconds) = (talk time + hold time + follow-up time) ÷ number of calls

Transfer Rate

This shows the percentage of incoming calls that agents pass on to someone else. A high transfer rate means customers aren’t getting directed to the right agents, which can be frustrating.

You can reduce transfers by giving customers a clear path to reach the right agent the first time, which can really enhance the overall customer experience.

Transfer Rate formula:

Transfer Rate = (number of transferred calls ÷ number of handled calls) x 100

Call Abandonment Rate

This metric tells you how many customers hang up while waiting to chat with an agent.

If you can’t pick up the phone fast enough, consider letting callers request a callback. This way, they don’t lose their spot in line and don’t have to sit on hold. An agent can call them back when it’s their turn.

Call Abandonment Rate formula:

Call Abandonment Rate = (total number of abandoned calls ÷ total number of inbound calls) x 100

First Contact Resolution (FCR) Rate

The FCR rate measures the percentage of calls resolved on the first try. If customers have to call back about the same issue, that wastes time. A high FCR means your agents are helping more customers efficiently.

You can boost FCR with:

• An accessible knowledge base

• Thorough training for agents

• Collecting customer feedback

• Proactive support

First Call Resolution formula:

FCR rate = (resolved calls on first contact ÷ total number of calls) x 100

Customer Satisfaction Score (CSAT)

CSAT scores measure how happy customers are with your product, service, or interaction. You typically gather this info through surveys asking, “How satisfied are you with [product/service/experience]?” Customers normally rate their satisfaction on a five-point scale.

CSAT scores can vary by industry, so aim to stay above your field's average. If your score is lagging, try:

• Being upfront about wait times

• Offering self-service options

• Equipping your support team with the tools they need to shine

Customer Satisfaction Score formula:

CSAT = (number of positive responses ÷ total number of customer responses) x 100.

Agent Productivity

Understanding agent productivity helps you identify strengths and areas for improvement within your team. When agents are productive, they can handle more inquiries in less time, leading to shorter wait times and happier customers.

Key metrics to consider:

• Calls handled per agent

• Average resolution time

• Quality of interactions

How to manage your contact center effectively

Let’s look at an eight-step strategy that can help managers run their contact centers or call centers as effectively as possible:

1. Evaluate your existing contact center operations

2. Develop your contact center strategy

3. Choose the appropriate contact center software

4. Base your decisions on data

5. Focus on enhancing customer experience

6. Improve your existing processes

7. Emphasize employee engagement and development

8. Consistently improve

1. Evaluate your existing contact center operations

In order to move forward, sometimes you’ve got to stop for a moment and look at where you currently stand.

What are you doing brilliantly at your contact center? Maybe your team loves coming to work everyday and you’re getting awesome feedback from them. Or perhaps your customers are raving about the quality of your agents’ support.

Take the time to assess what’s going well and where there’s room for improvement. This could mean gathering feedback from your team about their daily experiences or checking in with customers to understand their satisfaction levels.

2. Develop your contact center strategy

Okay, so you’ve got all of this brilliant data and feedback. You really know what areas need improvement and where you’re shining. Now it’s time to start planning, because winging it is most definitely not an option here.

Start by defining clear daily, weekly, monthly, and even annual goals. Your daily goals will look at things like what you want your team to achieve today, whereas your longer-term goals will be more aligned to the company’s vision. For example, you may want to expand your service or increase overall profitability.

Once you have your goals in place, develop action plans to achieve them. Assign tasks to specific team members, set deadlines, and determine the resources needed.

3. Choose the appropriate contact center software

We’ve spoken a lot about the importance of technology in this guide. But the right contact center management software can really transform how your team operates. It:

• Streamlines communications 

• Boosts productivity 

• Gives you those much-needed valuable insights into customer interactions

With the right contact center management solutions, you can automate repetitive tasks, keep track of agent performance, and guarantee your team delivers stellar service every time.

When choosing this software, consider things like your call volume and the features you need to make your life (and your agents’ lives) a little easier. Think things like integrations, omnichannel support, automated call distribution, and real-time analytics.

Be sure to also get a free demo so that you can try before you buy. This is your chance to test out the software and get your team’s input on how user-friendly it is.

4. Base your decisions on data

How many calls do each of your agents take every day? Is it 50? More? Well, all those calls are giving you something invaluable — first-party data. Every interaction gives you insights that can (and should) be used to guide your decisions.

For instance, if you notice a spike in call volume during certain hours, you might need to adjust your staffing schedule so there’s enough people to handle this influx. On the flip side, if a particular agent is constantly getting high praise from customers, it’s worth investigating what they’re doing right.

5. Focus on enhancing customer experience

In this phase, it’s all about putting the customer first. Focus on the metrics that really influence customer experience and your business goals, such as:

• First Call Resolution (FCR): This shows the percentage of calls that are resolved during the first contact. 

• Net Promoter Score (NPS): Reflects customer loyalty and can have a significant impact on your bottom line. It’s a great way to understand how customers feel about your service.

• Customer Satisfaction (CSAT): Measures how satisfied customers are with their experience in your contact center. You can gather this data through surveys and feedback forms to get a clear picture of customer sentiment.

Being transparent about these metrics is crucial. Share them with your team and encourage them to try out new strategies to enhance the customer journey.

For example, you might want to test a new script for handling common complaints or introduce a post-call survey to get specific feedback on agent interactions. By experimenting and sharing insights, you can continually improve the customer experience and create a more engaged team.

6. Improve your existing processes

Your contact center needs constant improvement to keep up with changes. Start by regularly checking how your agents are doing and looking at key numbers to find areas that need work.

Things like quality assurance (QA) and call monitoring can help you do this.

• QA helps you see how well agents are interacting with customers. It checks if they meet service goals, follow company rules, and stick to industry standards.

• Supervisors monitor calls, and their insights help them make smart decisions about staffing. Are you properly staffed during busy times? Can you adjust schedules to match call volumes better?

Also, take a look at role assignments. Do your agents have the right skills for the calls they’re taking? Matching calls to the right specialists can speed up resolutions. 

Plus, consider automation options like chatbots or Interactive Voice Response (IVR) systems. They can handle simple questions, allowing your agents to focus on trickier issues.

7. Emphasize employee engagement and development

Your agents are the heart and soul of your contact center, so it's super-important to create a positive and supportive environment.

Set clear expectations and give regular feedback. Plus, invest in your team’s growth with solid training, fun incentives, and team-building activities.

When agents feel empowered, they’re more motivated and provide better service to customers. Start by offering training programs that help them sharpen their skills and stay in the loop on new products or policies. And don’t forget about rewards — recognizing top performers can really boost morale.

Team-building activities are a great way to lift spirits and create a friendly workplace. Whether it’s individual accomplishments or team successes, showing appreciation for their hard work goes a long way in keeping everyone motivated. Happy agents mean happy customers, so make sure your team knows they’re valued.

8. Consistently improve

Success is a journey, not a destination. And let’s be honest, if you think you’ve hit the finish line, you might want to take a second look.

Continuous improvement is key in any call center. It’s all about finding ways to do things better, faster, and smarter.

Gather feedback from your customers and agents, using simple surveys or casual conversations. Keep an eye on your analytics dashboards to catch any drop in performance. For example, if you notice a sudden rise in dropped calls, it's time to figure out what’s going wrong.

Team up with other departments, like product development or customer support, to ensure everyone is working towards the same goals. Don’t hesitate to try out new ideas! This could mean adding a new tool for tracking customer interactions, offering support on social media, or testing different call handling methods.

It’s also a good idea for contact center leaders to join industry events or online workshops to learn from others and find fresh ways to improve. Encourage your agents to take part in training or skill-building programs to help them grow. The better they are, the better your service will be!

7 Best practices for successful contact center management

Now onto the contact center best practices to follow to completely nail your management role:

1. Establish clear objectives

To lead your contact center team to success, it’s all about setting clear goals and keeping track of how everyone’s doing.

Try using the SMART method to create goals that are specific, measurable, achievable, relevant, and time-bound. This way, everyone knows exactly what they're aiming for.

For example, one of your goals could be to “increase the First Call Resolution rate to 80% by the end of Q2 to enhance customer satisfaction."

Take those big company objectives and break them down into smaller targets for each agent based on their skills and roles. Hold team meetings to talk about these targets and make sure everyone understands how their work contributes to the bigger picture.

2. Track your performance

Use your call center software to monitor live stats like how many calls are coming in, how long agents are on the phone, and the feedback from customers (trust us, they have thoughts!). Take a closer look at this info to figure out where things could be better.

Once you’ve spotted these areas for improvement, create focused plans to tackle them.

With contact center analytics, you can uncover trends and make informed decisions that boost both agent performance and the overall customer experience. Because let’s be honest, happy customers tend to stick around for the long haul — and who doesn’t want that?

3. Communicate efficiently

Good communication creates a happy and productive workplace.

It’s essential to have different types of meetings to keep things running smoothly. You might hold quick daily huddles for team updates and a dose of motivation, weekly one-on-ones for personalized coaching and feedback, and quarterly performance reviews to look at how everyone is doing and plan for future growth.

During these meetings, make sure to promote open communication. Listen actively and give constructive feedback. When your team feels heard and valued, they’ll have a greater sense of control and ownership over their work.

4. Create your budget plan

It’s time to roll up your sleeves and take a close look at your resources. Start by using pre-made templates to craft your contact center budget for staffing, technology, training, and other costs. Understanding where your money goes can help you spot areas that could use some tweaking.

Look into cost-saving options, especially in technology. You might find cheaper alternatives for certain software or negotiate better deals with vendors. It’s all about being smart with your resources.

Don’t forget to regularly check and update your budget to keep it in line with shifting customer needs. This ensures your spending supports your overall goals.

5. Attract and cultivate a top-performing team

Start by creating a solid interview process that includes questions aimed at digging into skills like communication, problem-solving, and a focus on customer service.

For instance, ask candidates to share a tough customer situation they faced and how they handled it, or how they'd go about calming down an upset customer. These kinds of questions can really show you who’s got the skills for the job.

Once you’ve found those awesome candidates, it’s time to set up an onboarding program. This should give new hires a warm welcome and introduce them to your company culture, call center rules, and the software they’ll be using.

6. Invest in employee satisfaction

Create recognition programs that highlight and reward your top performers. This can be anything from bonuses and commissions to public shout-outs for hitting big goals. Everyone loves a little spotlight.

Encourage some friendly competition among your agents, but make sure they’re still cheering each other on. Use team challenges or leaderboards to pump up motivation and keep things exciting.

Fostering a positive work environment where people can grow and feel appreciated keeps your team engaged and ready to provide outstanding service. Happy agents lead to happy customers!

7. Facilitate seamless operations

Make sure customer calls land in the right hands, and that every agent has the info they need to help out. How?

Start by creating smart call routing strategies to connect customers with the best-suited agents based on their skills and experience. No one wants to be transferred around like a hot potato!

Next, craft call scripts that give your agents a solid foundation for handling common questions while still allowing them to add a personal touch. This way, every conversation flows smoothly and feels just right for each customer.

8 bonus tips for winning contact center management

Here are some bonus tips to help you go the extra mile:

1. Empower your agents: Let your team handle decisions and solve problems on their own. It builds confidence and gives them a sense of ownership.

2. Maintain a healthy balance between work and personal life: Encourage healthy habits with flexible schedules and regular breaks. This helps reduce burnout and keeps your team happy and productive.

3. Knowledge is essential: Make sure your agents have a solid and easy-to-navigate knowledge base. Quick access to info helps them solve problems faster.

4. Outline the customer experience: Take time to map out the entire customer journey. Understand where the bumps are so you can improve their experience at every touchpoint.

5. Adopt automation strategically: Use automation tools like chatbots for routine questions. This way, your agents can focus on the tricky stuff that really needs a human touch.

6. Look outside of the box with metrics: Explore things like standard deviation to find outliers. This will help you spot which agents or processes could use some extra support.

7. Take initiative: Don’t wait for customers to reach out. Instead, anticipate their needs. Sending out helpful emails or notifications can fix potential issues before they even arise.

8. Welcome new ideas: Whether it’s exploring intelligent virtual agents or cutting-edge data security, staying innovative will keep your center ahead of the game.

Take your contact center management to the next level with Vonage

So there you have it — our complete guide to contact center management. We’ve covered different strategies for enhancing agent performance, boosting customer satisfaction, and fostering effective leadership within your team.

Each tip is aimed at creating a more efficient, productive, and enjoyable work environment, ultimately leading to better service for your customers.

One powerful tool to help you achieve these goals is Vonage’s contact center management solution. It helps you:

• Keep your agents engaged and efficient

• Manage expenses without compromising service quality

• Solve issues on the first call to improve satisfaction

• Seamlessly connect with your customer management tools

And there's so much more to explore! Ready to see how Vonage can help you? Get in touch today for a demo or a quote.