I asked one of my good friends in this call center business what is the biggest issue he thinks the Philippine call center faces these days. And I was surprised to find out his immediate response. Lack of reliable call center managers! I asked him why of course, given that we worked together before and we both saw at least 3 great managers above us. He said back then our account was lucky enough to get 2 top-shelf managers who know their stuff.
These days, due to the unexpected growth of call centers, companies are left with no choice but to promote seasoned agents or low -level managers to the next rank. Gambling on the fact that they may not be able to cope with the demands of the fast-paced and pressured-packed job of being a call center manager. Adding to the fact, that most of the experienced senior managers are often poached by being offered something more lucrative by another call center company ( hopefully not a member of CCAP).
Although most call center companies have their own leadership training, another fact is most of the hard work and learning are learned through mistakes on the floor. That's not really bad per se. But outsourcing is a real tricky business with finicky clients. A big mistake of a manager can put the account in jeopardy.
Leadership training should not be the lone solution for this. I believe good succession planning should help supply or industry with well-apprenticed manager. A promoted call center manager in training should have more time to adjust to the bigger responsibilities that he/she will be facing on the floor.
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