Job Roles Are a Changin'

One of the recurring themes at the recent ICMI Call Center Demo conference in Miami (which, by the way, was terrific) is that job roles continue to evolve quickly. At the agent level, job requirements are becoming more generalized in most call centers. Agents must increasingly understand the access channels customers use, the interrelated nature of services the organization provides, and the breadth of needs and expectations that customers have. The growth of social media and the enormous capabilities consumers have to access and use information is accelerating this trend.

At the management level, many job roles are becoming increasingly specialized. For example, workforce management is seeing the emergence of forecasting, scheduling and real-time management expertise. Similarly, quality monitoring depends on monitoring and coaching, program design, calibration and data analysis. Technology can also lead to specialization; e.g., individuals specifically assigned to support speech, desktops, networks, quality monitoring systems or workforce management applications. If you manage or support a small call center, you may wear many of these hats—but they are more specialized hats, nonetheless.

The most successful organizations are cultivating development programs at all levels that deliver specific skills and knowledge while reinforcing the call center’s (and organization’s) most important overall objectives. And the best leaders are encouraging collaboration and an appreciation for the diverse responsibilities the call center requires—while keeping everyone focused on the business results that matter most.

Brad Cleveland
Senior Advisor and Former President & CEO,
ICMI
bcleveland@think-services.com