Low morale and low profits are two of the risks faced by call centre managers who do not take a firm approach to the administration of their facility, it has been claimed.
The suggestion comes from Tom Calvert, author of Call Centre Leadership: mastering the big 5, with potential implications for businesses with a telecoms-based support department.
"Strong leadership and a simple, yet dynamic, system of success can transform teams and call centres into an energising asset that engages customers," asserts the author.
He adds that such an approach can also help to combat attrition and absenteeism while raising the level of service offered to customers.
According to Mr Calvert, there are currently almost 200,000 call centres in operation in the world.
Research from Hornbill Systems recently identified an increase in the number of IT departments using telecommunications to provide customer support.
Service desks are now being expanded to provide round-the-clock support, with nearly three-quarters of firms systematically assessing customer satisfaction, the organisation found.
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