I’ve had the opportunity to work
with a number of outsourcing organizations over the years. One of the
greatest differentiators that separates the good organizations from the
best organizations is how they ran their contact center, referred to as
contact center management. Effective contact center management can make
it or break it from a customer experience standpoint.
Contact center management
is the way that each individual outsourcing firm organizes their
operation. As an example, how contact centers identify roles and
responsibilities for the team interfacing with clients. For the purpose
of this article, when it comes to contact center management there are
two roles that play an important part and are key in the success of any
contact center – client relationship. Telemarketing account managers
and operations managers
have a great burden of responsibility for the success of each client.
The roles are wildly different, but they unite around the overall
success of their clients.
Telemarketing Account Managers in Contact Center Management
This is a group of individuals in the contact center that is client
focused from the beginning. They are the main point of contact between
the client and the contact center. They are responsible for the overall
relationship, account health and identifying any potential risks that
may put the relationship in jeopardy.
From the beginning of the contractual engagement between the client and
outsourcer, they take the reins and walk through set up, implementation
and act as a liaison between the client and operations team.
Telemarketing account managers are in constant contact with the client
and voice potential issues and even suggest modifications to the
program based upon feedback, their independent assessment and
collaboration with the entire team. Forecasting can oftentimes be a
responsibility of telemarketing account managers based on the structure
and set up of the contact center management model.
There is however a pretty clear delineation between their role and the
role of an operations manager. While the telemarketing account manager
may have a high-level understanding of the operations side, they are
not in the daily minutiae and aren’t consumed with the finer details
that make the overall program perform.
Operations Managers in Contact Center Management
As it relates to contact center management, operations managers are the
folks in the trenches making sure the day to day is running smoothly
for each client. They are actively pulling on and identifying levers
will impact performance for the better. Operations managers bring real
value to the table for each and every client about performance,
enhancements, modifications and are in tune with what potential changes
will influence performance positively. Operations managers are
fantastic communicators and have the ability to lead teams.
Another important aspect of this role is the evaluation and
interpretation of data. Not just data in general but the actual
results/metrics of each client program. Operations managers have their
arms around the data and dissect this information and look for
opportunities to improve overall performance.
When it comes to messaging and making sure the team is on point,
operations managers focus on the quality of the phone call and program
to help ensure the client is being represented appropriately and make
changes as needed.
In summary, both telemarketing account managers and operations managers
have a large contribution to the overall success of each client. The
way the roles are generally structured allow each to compliment the
other very well. It’s a win for the contact center and an even larger
win for the client.
The team at Quality Contact Solutions has many years of experience
with contact center management and in the telemarketing industry. Our
team understands how to help our clients succeed. We’ve been a trusted
partner for dozens of organizations over the last 12 years because as a
company, we know what winning formulas look like for our clients.
is an Operations Manager and Brand Evangelist for Quality Contact
Solutions. Megan’s experience includes working as an outbound
telemarketing manager for a Fortune 100 company for many years. Megan
has been both a client and an employee of QCS, so she knows first-hand
the quality, productivity and passion the team brings to work on a
daily basis. As Brand Evangelist, Megan is a freelance contributor to
our website. You can reach Megan at https://www.linkedin.com/in/meganehottman
Building A Mentorship Program In The Contact Center
article was submitted by NACC members Brenda Wingert and Tony Listerman
in response to a request for advice from another NACC member. I thought
it was information that many more would find useful, so I obtained
permission to reproduce it here. For more information about
becoming a part of the NACC community, contact firstname.lastname@example.org. ~Ed)
What are some good questions to ask when you are trying to build a mentor program?
When trying to build a mentor program the first question you should ask
yourself is what are you trying to get out of the program? For example,
if you are having large groups of mentees which require large groups of
mentors you may at times have to temper your expectations of the
mentors you are selecting. If you have small groups and are able to
only select a few of your best employees you can have higher
expectations from those employees.
What are some questions to ask someone that is looking for a mentor?
One characteristic that you will find in every good mentor is someone
that takes a personal interest in the development of their mentee. If
the mentor is just as interested and excited as the mentee about their
future success it makes for a great mentoring relationship. You want
your mentor to be someone with the skills, knowledge, and expertise to
be able share those job experiences with their understudy. A good
mentor not only knows the information but is able to share it in a way
for the mentee to be able to understand and use the information to
develop their own strengths and abilities.
There are many characteristics you would look for in a good mentor but
one of the most important would be someone with a positive attitude who
can lead by example and be a good role model for a new employee looking
for guidance. When an employee is paired up with a great mentor who is
willing to give the correct guidance and feedback to help the mentee
develop, you will be surprised how quickly that mentee is able to
develop into a great mentor himself or herself.
What are some good questions to ask when looking for a mentee?
Usually being a mentee isn’t always what the employee is requesting but
something they are required to participate in when starting a new job
or position. The most important characteristic for a mentee to have is
drive. As a mentor you don’t always care what the skill level or
knowledge level of your mentee is as long as they come every day ready
and willing to learn. Sometimes the mentee with the least amount of
potential is able to surpass and succeed more than the person with the
most potential only because they are willing to put in the work and
learn as much as they can without having an ego. As a mentee you always
want to be worth your mentor’s time and energy. If you are not
able to be humble and willing to accept feedback from your mentor you
will never surpass your current status. Some other things you want your
mentee to do is be prepared to ask questions or question what your
mentor tells you at times. If you ever don’t understand something you
don’t want to just be a head-nodder. Instead, challenge your
mentor to help you further understand the topic at hand.
get it. You get inundated with requests to help out with this
“one brief survey” every day. Sometimes twice a day! How do
I know? Because I get hit with those e-mails too so I can only
imagine what might be going through your mind when your read this from
The National Association of Call Centers (NACC) is a 503(c)(6)
not-for-profit organization. The founder, David Butler, PhD,
started this organization in 2005 while an associate professor at The
University of Southern Mississippi. The goal was to be an
independent research voice in the industry, not driven by client or
subscription revenues. The NACC still functions in this manner
today and our objectives remain the same. We are still
Our annual survey
is a major activity for us in terms of understanding where our research
should focus in the year ahead in order to best benefit our members and
subscribers of our newsletter. All of our data is a result of
what we hear from you. We don’t make anything up, if you catch my
The questions are all multiple choice and the answers require no
research on your part, just opinions or top-of-mind information.
You should be able to breeze through it in eight minutes or less and we
will be forever grateful. If I’ve convinced you to help us at
this point, please go to:
We ask for no identifying information on the survey, just some simple
demographics at the end for classification purposes, so you are
guaranteed that no one will ever contact you as a result of your
participation. As any NACC member will tell you, we absolutely
protect our members’ and research participants’ privacy.
Finally, consider joining our community and gain access to an entire
network of contact center professionals who are willing to help, as the
members from Pearl Interactive Network helped a fellow member this
month. For more membership information, send me an e-mail and
I’ll get back to you with details.
Thank you in advance for helping us with this important work again this year.
In This Issue...
CC Management: What's In A Role?
Building A Mentorship Program
Need A Laugh? Watch This Video
"Happiness is when what you think, what you say, and what you do are in harmony."
~ Mahatma Gandhi
NACC has been burning
the midnight oil and typing until our fingers are sore to bring out
reports to our members. Each is listed below. If you are interested to
see what we are writing about, click on the links
below and download the executive summary of each. If you like
what you see, join the NACC so that you can view these reports and
others that will be coming out soon on our website. These reports will
ensure that you know the latest trends in the industry.