Maintain Consistent Channels of Communication.
A majority of call center agents recognize that first-level supervisors have little decision-making capability. They understand that first-level supervisors are squeezed between upper management and themselves. This opinion by agents is reinforced when they receive a “no” answer from the first-level supervisor and a “yes” response from the less-exposed senior executive. Therefore, it is essential that upper management and first-level supervisors communicate regularly and effectively – through emails, phone conversations, morning meetings and notes.
The lines of communication should also be very clear: the agent speaks with the first-level supervisor and the supervisor speaks with upper management.
Upper management relays an answer to the supervisor, who then communicates it with staff members. For this communication to work effectively, the supervisor must be responsive to the agents, so the agent doesn’t try to circumvent the supervisor and move directly to other managers. Additionally, managers should present themselves as approachable. They should initiate daily casual communication with agents in a friendly manner and try not to let stress show on their expressions. They should invite agents to come to them with questions or concerns. Some supervisors who find themselves rarely at their desks invite agents to call them on their cell phones. Others create a “comment box” type system for non-immediate concerns that is checked on a daily basis, when the supervisor sets aside the time to read the comments and visit with individual agents. This can prevent constant disruptions but also show that supervisors are in-tune with what the agents are saying.
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