The manager of a call centre (also called a contact centre) is responsible for the daily running and management of the centre through the effective use of resources. They have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Call centre managers ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
Call centre managers liaise with businesses for which they provide the first response, as well as the third parties who supply products to the centre. They coordinate and motivate call centre staff and may also manage staff recruitment.
There are two main types of call centre, although some centres may incorporate both functions:
- inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints;
- outbound centres contact potential customers and clients with the aim of gathering information or selling a product.