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How to Manage a Call Center in Crisis


Crises happen in call centers all the time, so leaders need to prepare and learn what to do when one occurs. To effectively resolve an issue, call center supervisors and managers need to remain calm while performing key steps that will quickly get the call center back on track.


It’s important not to panic or release frustration on your customers. The priority is always your customers so it’s critical to resolve crises as soon as they happen to maintain customer satisfaction.


Here are the steps to help you manage your call center when a crisis arises:


Identify the Problem


Before figuring out what actions to take, you need to assess your call center for the problem in charge of the crisis. You need all the possible information you can gather from main decision makers, employees, and customers.


Identifying whether it is the software, lack of team effort, or an external factor that is impacting your call center in a negative way. This will help you understand what steps you need to take next.


Identify the Strategy


After you have identified the problem, it’s time to choose what approach you will take to resolving the crisis. It’s essential to create a crisis management plan during this step. When discussing and devising a plan, take into consideration how you wish to achieve your company goals and what resources you have to get there.


Act Quickly but Cautiously


Customer satisfaction should be your top priority during a crisis. For this reason, you need to act as quickly as possible so that your customers do not suffer from the issue. At the same time, you need to make sure you have gathered all necessary information and taken time to identify the problem and strategy before proceeding with crisis resolution.


Communicate with Everyone


Before putting out the fire, get everyone on board. It’s important to communicate with your team throughout the entire crisis management process. Once you have decided how you will implement your strategy, consult with other leaders and decision makers. This can also bring insight into your company goals and possible solutions.


Just as important as it is to speak with your team, it is also as important to speak with your customers. Let them know about the issue and reassure them that you are handling it as effectively as possible.


Monitor the Crisis


After necessary actions have been taken, leaders have to monitor the issue closely to make certain no other ones arise. On top of that, monitoring your call center will give you the benefit of knowing what is happening in your operations at all times.


If your decisions have caused more issues, reevaluate your crisis management plan and speak with your colleagues. The only way to know if your plan is working or not is by tracking your call center.



With these fundamental steps, it should be easier for you to come up with strategies that will resolve the issues you may be experiencing. A well handled crisis requires a leader that does his research and communicates with everyone regularly. Remember to keep your cool and be professional.

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