What Happens When Your Call Center Director Leaves
Three different clients in the past month have lost call center directors for different reasons. What an exodus! In one case, it’s the choice of the director, and in two cases the choice of our client. Never a bad thing, turnover is normal, life isn’t organized, and, it gives our clients a terrific chance to find another set of real talent to help take their organizations to the next level.
As their consultant, my question always is: What is the plan?
1. First, it is critical. to on-board the new director the right way. Special focus on some of the key deliverables include duties, relationships, structure, processes.
2. Don’t settle for the folks you have in-house. The manager in-house who wants to move-up is not the best choice sometimes, just the most expedient. Be sure, that person can take you to the next level. If that person isn’t of quality, expertise, and experience, do not settle because it is easy. In other words, shoot for hiring from the outside.
3. Make the transition smooth. Be honest as to why the director is leaving. And ask him to help train the new director, shadowing, etc. And have him outline his duties clearly. That way, the director can hit the ground running.
For more information, visit Call Center Today at www.CallCenterToday.com. Or email MyCallCenter@CallCenterToday.com.
Tags: call center consulting, call center director, call center evaluations, call center manager, call center performance, call center training podcasts, How to become a GREAT Call Center Manager
Uncategorized | Administrator | 
September 10, 2010 11:12 am | 
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