Call us: 0800 3167566


Call Centre Management

What is call centre management?

Call Centre Management is a pivotal function responsible for overseeing and guiding the operations and personnel within a call centre or contact centre environment. Effective management ensures that the centre operates efficiently, consistently delivers high-quality customer service, meets predefined performance goals, and aligns seamlessly with the overarching objectives of the organisation.

Call Centre Management is a critical function responsible for overseeing and guiding the operations and staff within a call or contact centre. It ensures operational efficiency, high-quality customer service, goal achievement, and alignment with the organisation’s goals. Key responsibilities include operational oversight, workforce management, team leadership, and performance management.

Operational oversight involves tasks like scheduling, call routing, resource allocation, and providing necessary tools and technologies for effective customer inquiry handling. Managing a diverse team of agents includes recruitment, training, coaching, performance evaluations, and addressing personnel issues to maintain a skilled and motivated workforce.

Performance management focuses on establishing and optimising key metrics and KPIs such as Average Handle Time, First Call Resolution, and customer satisfaction scores. Integrating technology is crucial, requiring managers to stay updated with advancements and implement tools like CRM systems and ACD software for improved efficiency and service.

Strategic planning ensures alignment with the organisation’s broader objectives. Call centre managers must plan carefully to ensure the centre contributes positively to the company’s mission. Challenges include agent attrition, balancing efficiency with customer satisfaction, and adapting to new technologies while ensuring data security and compliance.

Speak to a consultant

We are accredited partners with

Related Pages

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

Back to our Contact Centre Glossary >

Industry Recognition


Best Enterprise UC Solution 2023
Enterprise Reseller Deal of the Year 2022


Best Enterprise Contact Centre Solution 2023
Enterprise Contact Centre Solution 2022
SME Contact Centre Solution 2022

Opus White for Web

Keen to discuss your contact centre requirement?