For a lot of people working in a contact or call centre starts as a stopgap until they feel they can find something better. But it is actually possible to build a lucrative career in a contact centre—if you move up from making calls to managing teams and departments!

1. SURVIVAL GUIDE
The Ultimate
Contact Centre Management

2. Managing a contact centre
can be a tough job, with
loud personalities to manage,
countless meetings to run,
and big targets to meet

3. Luckily:
If you are a contact centre manager
(or want to become one)
We’ve got just what you need...

4. SURVIVAL GUIDE!
The Ultimate
Contact Centre Management

5. Chapter 1
Don’t indulge the drama

6. Contact centres attract a lot of
Conflict, gossiping, and drama!
Extroverted personalities
This can be fun and exciting, but it can also lead to

7. So don’t TAKE PART in the drama
Make sure your employees understand that
this is a place of work and not a school yard.
And stop conflict & gossip
before it gets out of hand!

8. Maybe You should
Take an online course in Conflict Resolution
to help you manage those petty conflicts?
Click here to find out more

9. Chapter 2
Distract them with a
competition

10. Another way to prevent conflict is
to give employees a healthy outlet
can be a great distraction for your employees!
A Department Competition between teams

11. Find out what your employees would like to win
improve team work and help your department
meet (and exceed) your targets!
And offer it as the priZe
Moreover, the competition will help

12. Chapter 3
Talk to upper management
about improvements

13. If you’ve got a big idea for making
changes, talk to upper management about
getting the resources and support
needed for implementing it.
Your department can always improve

14. Besides, you want your
- and showing initiative and drive will
help you get noticed.
Own career to move up

15. Chapter 4
Always have an open door

16. Like all relationships, the ones you
have with your employees
Should be based on communication.

17. will allow your employees to come to
you with problems and concerns.
Not only will they feel appreciated, but
it will also help prevent problems.
Having an open door policy

18. Maybe You should
Take an online course in Communication to
help you manage your people better?
Click here to find out more

19. Chapter 5
Be visible

20. Sometimes people in your department
Walk the floor, be in their peripheral, and make sure
that they know you are keeping a close eye on them.
might not care about working hard.

21. every now and again
and make sure that they are
doing their job correctly.
You can also listen in on agents’ calls

22. Chapter 6
Positive reinforcement is
important

23. Do not just only punish those
who don’t work hard,
Reward top performers with
vouchers, bonuses, or job perks.
Also reward those WHO do.

24. with the whole team to make them know
that they are doing a good job!
Also share positive client feedback

25. Chapter 6
Get them to feel involved

26. Make people part of the
idea brainstorming, strategic
sessions, and feedback processes.
they have a SAYin what’s going on
Your staff will put in more
effort when they feel that

27. keep your staff from
becoming disengaged,
disillusioned, and listless.
This will also

28. Want to get ahead
in your career?

29. Take a distance learning course in
and get the skills and training you need.
Contact Centre Management

30. offers a whole range of excellent
Contact Centre Management Courses
that you can study from home
Click here to find out more