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Call Center Operations & Managing a Call Center

This article will discuss the critical day-to-day operational tasks you must perform to run a successful call center. Then we will go through ways to make your business run more efficiently.


Day-to-Day Operational Tasks for a Call Center Firm

No matter the type of call center you have, there are some basic operational tasks you will need to complete regularly. These tasks include:

  1. Answering inbound calls from customers
  2. Making outbound calls to customers
  3. Processing customer orders and payments
  4. Handling customer complaints and feedback
  5. Providing customer support and answering questions
  6. Tracking call center metrics
  7. Training new call center agents  

Receiving and Processing Payments 

Another important aspect of running your business is getting paid on time and in full. There are a few different ways to receive and process payments, but the most common are invoicing and credit cards. 

Managing Client Relationships 

The key to any successful business is good client relationships. Managing client relationships is especially important as you want to ensure that they are happy and satisfied with your offerings. This will make them more likely to refer your company to others and to come back to you in the future. 

There are a few different ways to manage client relationships, but the most common is to keep in touch with them regularly and send them updates via their preferred communication method.


Improve Your Call Center Inefficiencies

Use the following tips and strategies to make your call center more efficient:

Hire the right people

The first step to improving your call center’s efficiency is to hire the right agents. Make sure to screen applicants carefully and look for those with good communication skills, a positive attitude, and prior experience in customer service.

Use technology

There are several different technologies you can use to improve your call center’s efficiency. These include call recording, live chat, and customer relationship management (CRM) software.

Automate where possible

Automation can help you improve your call center’s efficiency by reducing the need for manual tasks. For example, you can use an auto-dialer to make outbound calls and a call routing system to route calls to the right agents.

Measure and track key metrics

Measuring and tracking key call center metrics will help you identify areas where your business is efficient and areas where there are opportunities for improvement. Some of the most important call center metrics to track include average handle time, first call resolution rate, and customer satisfaction score.

Provide training and development

Providing training and development opportunities for your call center agents will help them improve their skills and become more efficient. Make sure to offer both initial training as well as ongoing development opportunities.

By following these tips, you can make your call center business more efficient and improve your bottom line.

Systems & Processes

One of the best ways to make your call center more efficient is to develop and/or automate as many systems and processes as possible. By doing this, you can save time and money.

You can systematize the following call center processes: 

By systematizing these processes, you will be able to provide better service to your clients.

Delegate & Outsource

Another way to increase your call center’s efficiency is to delegate or outsource tasks.

There are several different tasks you can delegate or outsource, including:

By delegating and outsourcing these tasks, you will free up time to focus on driving sales, which is key to growing your call center.

You can find professionals to perform these tasks and more on websites like Upwork and Fiverr. Test workers on those sites with small projects before hiring them for bigger ones.

Time Management

When running a successful call center, one of the most important things is time management.

There are several different ways to manage your time effectively, including:

  • Create task lists/to-do list
  • Time blocking (blocking out time of your schedule to focus on critical tasks)
  • Prioritization (prioritizing business building projects over day-to-day operational tasks)

To succeed, you need to learn how to balance the important tasks with the less important ones. You also need to learn how to say no to certain tasks to focus on the ones most important.

The key to time management in the call center is to be organized and focused. Using the techniques mentioned above, you can effectively manage your time and grow your business.

Tools, Technology & Resources

There are many different tools, technologies, and resources that can help call center improve their efficiencies, including:

  • Marketing automation tools (email marketing, etc.)
  • Accounting software/automated billing and invoicing
  • Customer Relationship Management (CRM) software

Consider using these tools if they can help your business. Also, creating custom software could allow you to perform even better and give you a competitive advantage. If a customized piece of software could benefit your call center, consult with an IT professional or software developer.

Set & Track Goals

One of the best ways to make your call center more successful is to set and track goals. Without business goals, it’s difficult to measure your progress or know what you need to do to improve your business.

There are many different ways to set and track goals, including:

  • SMART goals (SMART stands for Specific, Measurable, Achievable, Relevant, and Time-bound)
  • Progress tracking charts (creating graphs that show your progress made towards specific goals)
  • Creating a call center business plan

By using one or more of these methods, you can set and track realistic goals for your business. This will help you stay on track and achieve your desired results.


To maximize your success, consider networking with other professionals inside and outside the call center. By doing this, you can learn from their experiences, get advice, and make connections that can help your business.

There are several different ways to network with other professionals, including:

  • Attending industry events
  • Networking events
  • Online networking
  • Professional associations
  • Trade shows

Pricing Your Offerings

One of the most important things to consider when pricing your call center offerings is how much you need to charge to make a profit. You also need to consider how much your competitors charge for similar offerings.

Another thing to consider when pricing your services is how much value your offerings provide. By understanding the value of your offerings, you can justify charging more for them.

Finally, you need to find the right balance between price and demand. If you charge too much, you may lose potential clients. However, if you charge too little, you may not be able to cover the costs of running your business.

Targeting the Right Clients

To succeed in the call center business, you need to target the right clients. By targeting the right clients, you can increase your chances of making a sale and ideally serve clients who value your offerings more or are easier to serve.

There are several different ways to target the right clients, including:

  • Segmenting your market
  • Understanding your ideal client
  • Developing a positioning statement
  • Creating a buyer persona



Running a call center can be challenging, but using the techniques mentioned in this article, you can effectively manage your time and grow your business. Utilize tools, technologies, and resources that can help improve efficiencies, set and track realistic goals, and network with other professionals to maximize success. Finally, price your offerings appropriately and target the right clients to increase your chances of making a sale and ensure long-term success.

Other Helpful Articles

Call Center Metrics & KPIs: Industry Standards & How to Improve Your Metrics

Call Center Capacity: How Many Calls Can Your Call Center Handle?