What are the Roles and Responsibilities in a Contact Centre?

It is important for a contact centre to clearly define all its roles and responsibilities.

This enables employees to set clear expectations and take the right steps towards success and growth not only for their organisation, but also the companies they work with.

In a typical contact centre layout, there are three key groups that play a vital role in the organisation’s day-to-day operations. These are the administrators, supervisors and agents.

Administrators are mainly responsible for managing the system used in the operation.

They have special privileges for administering and maintaining software used by the supervisors and the agents.

Because they handle call routing and queuing as well as configure tools like interactive voice response (IVR), they are crucial to ensuring seamless communication between customers and agents.

Among the most important tasks of administrators include setting and managing routing rules and reviewing them on a regular basis.

They deploy solutions such as an IVR application, which interacts with callers, collects their information and routes them to the appropriate agent. They also schedule and publish reports on key metrics to help supervisors properly manage their agents.

Supervisors are responsible for managing agents.

They see to it that the goals of the contact centre are achieved, making sure customer experience (CX) is optimal and sales cycles are fast and efficient.

It is also their responsibility to evaluate agents. They assess their performance and determine their strengths and weaknesses through call logging as well as observing and monitoring other types of customer interactions. They meet with their team on a regular basis to provide feedback and assistance regarding their tasks.

It is also the duty of supervisors to create utilisation reports. They use quantitative data to determine the volume of interactions and ensure agents make full use of their time and resources. It is important for supervisors to be effective leaders and skilled at multitasking, coaching and managing.

Agents are responsible for interacting with customers.

Their goals are set by their team leaders or supervisors based on consistent and measurable standards. They undergo comprehensive training to become well-versed in every aspect of their work so they can deliver excellent customer service.

While their primary task is to attend to the needs of customers, they are also expected to collaborate with their team, and provide or ask for assistance when necessary. They should also possess excellent computer proficiency, good communication skills and the ability to establish rapport with customers through various channels.

Aside from having an extensive skill set, agents should be able to use diverse tools and resources to provide quality service to customers and maximise their time. In a multi channel contact centre, agents are able to deal with the needs of customers by using various channels such as email and social media.

Having clearly defined roles and responsibilities makes it possible for a contact centre to set the right expectations, meet its targets and provide the best service possible to customers.

 

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