Neal Topf, President and Co-Founder of Callzilla, has been focusing on customer experience in the call center for 11 + years, working in Miami and Bogotá. He doesn't believe there's an 'easy button' to running a call center. Passion, innovation, and a genuine care for his employees' well-being are what make his call center successful.
Is your call center all about productivity and efficiency? If so, you'd be surprised to know that allowing a little bit of idle chitchat between agents in your call center could actually bring more good than harm.
You see the big picture. While others get caught up by hype, you identify value.
You have the weight of the company's success on your shoulders because you're accountable for the risk versus reward of the call center vendor you select.
If the vendor works out, you are credited a job well done (and hopefully a raise).
If it doesn't, your reputation and job are essentially on the line.
You are a call center vendor manager.