Why Customer Care Success Starts With the C-Suite

As the leader of a call center, your job encompasses a wide variety of tasks, not the least of which is motivating and inspiring your Communicators. Effective managers seem to do the job effortlessly, when in reality they are purposefully employing a host of skills and techniques to support their staff, which in turn increases the quality of service.

 
Good leadership is really about people—communicating with them, giving them opportunities to grow, and inspiring them to do their very best. Doing it well is challenging, but also extremely rewarding. Here are a few tips for ensuring that your own performance brings out the best in your Communicators:

 
Lead by example. Define your own standard of excellence and abide by it. Modeling the expected behavior is the number-one way to influence your Communicators to do the same. You’re also giving people a reason to believe in you, and in your ability to do the job.

Show your employees that you care about them. Telling your employees that you care about them is a good start, but your words will be more meaningful if you put them into action. Look for ways to interact with team members and start building relationships (our annual summer barbeque gives me a chance to grill my newest employees!). Putting the team first makes you a more credible leader.

Take every opportunity to coach—and to recognize excellence. These behaviors go hand-in-hand. Outside of regular training sessions, there are times when guidance or advice offered on a more personal basis is appropriate. If you notice a Communicator struggling on a call, don’t let the opportunity to offer words of advice, explain a process, or give encouragement pass. Similarly, seize the moment when you see a Communicator going above and beyond, or observe him or her capably handling a customer interaction.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.