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Managing a Call Center: What’s the Best Approach?

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When agents talk about the different call center jobs they’ve had, they will always compare managers and managerial styles, and which one they prefer. 

Which type of manager are you? Adopting a specific “style” is not necessary, and in fact most managers perform their duties in a way that is an extension of their personalities. But sometimes it can be helpful to consider whether a change in approach might be beneficial. 

For instance, some call center teams respond better to a supportive manager that downplays the distinction between management and labor for a “we’re all in this together” philosophy. With a responsible team the results may be impressive – but there must be some oversight to make sure agents are not taking advantage of an informal managerial style. 

At the other end of the spectrum is the taskmaster. He or she drives the team like a college football coach, with inspiring motivational speeches and continuous urging to go the extra mile for the company. Some agents will respond to this more aggressive approach, but others may fold under the pressure or be worried about falling short of expectations. Just remember that the best coaches always make time for their players, to help them be the best they can be. 

Enthusiasm is another positive trait in a manager, as long as it is channeled the right way. It becomes a problem when every idea suggested in a meeting is implemented with expectations of success, and then quickly discarded when it doesn’t perform as planned right away. This leads to inconsistent performance and frustrated agents. 

Change can be good; too much change too quickly often has the opposite effect. 

Not sure if you need to change your style? Talk to your agents. Ask them if there is something they are not getting from you, whether that’s guidance or support or even criticism. The more you can match your approach to the temperament of your agents, the better the odds of a successful call center. 


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