HR Management for CX

5 Ways To Avoid Micromanaging But Still Ensure Quality in Your Call Center

We don’t blame you for micromanaging. Everyone knows it’s not pleasant. Yet, sometimes we feel obligated to micromanage because of the circumstances.

Micromanaging can be very hard to stop doing. It seems that we always do it better and that no one puts in the love and effort like you do. However, if you are a small to medium business that is scaling, handing over the reins is crucial to expanding without going crazy. 

There are other more important things to focus on, and learning to avoid micromanaging without losing quality in your operations can be a determining factor to your growth. 

Below, we’ll review the six ways to avoid micromanaging while ensuring quality within your organization.



1. Hire well

It all starts on day one. Invest in your team and hire people that are qualified to do the job. Don’t hire a remote freelance freshman in college in a developing country.

Although you might think you are saving on costs, I guarantee that your remote freelancer will cost you more in the long run, as you will have to constantly be fixing mistakes, assisting them and telling them what to do.

Your time is also money, of which the majority could and should be used towards growing your company, not doing operational day-to-day tasks that could easily be delegated.

Spend the time finding someone that is a right fit for the job you need done, and don’t be afraid to invest in your team. It will pay off before you know it.

Related: 11 Customer Service Skills You Should Be Hiring For


2. Train hard

Maybe only you know how to do a certain task and you need it to be done meticulously. No worries! This can easily be taught. To avoid having to constantly retrain and teach the same things over and over, provide learning material that can be reviewed at any time. 

Train through tests, videos, on-the-job training, shadowing, and ongoing training to refresh your call center staff’s knowledge and make sure they are as sharp as they could possibly be.

Providing your call center staff with all the tools they need to execute will empower your team and help them do the job just as well if not better than when you did it, helping you avoid micromanaging yet still ensuring quality.

Related: 6 Best Kept Secrets For Training A Growing Customer Service Department To Stay Personal


3. Continuous feedback

Keep the lines of communication open within your organization and make sure feedback is part of your culture.

Your team should look forward to your feedback sessions as they too want to grow, learn, and improve.

Providing feedback lets your team know what they are doing well, when they are doing great, and what they could do to be even better.

Don’t be afraid to hold frequent sessions!

Related: How To Create A Feedback Culture In Your Call Center


4. Set a clear path with priorities and deadlines

Micromanaging often occurs because call center staff doesn’t know what to do nor how to get to where they need to be.

This can be solved through weekly planning sessions, prioritizing tasks, and setting goals and deadlines.

Sit down for one hour every week with your team and review what each person is doing. Take a look at their progress and how they are doing. From there, set new goals for the week and months to come.

Review the operational side and step-by-step of what they need to do and establish reasonable deadlines that your call center staff members also agree upon. 

By setting a clear path and following up with your team, it sets them up for success and will help you avoid micromanaging.


5. Assign leadership roles

After a while, you will see that certain call center staff members really go the extra mile and have adopted the culture and made it their own. These are the people that you need to promote. Let them help you in managing, planning, and growing the organization.

Managing is a job on its own, and you also need to start thinking ahead and do what you do best.

Although it can sometimes be really tempting, it’s important we learn to avoid micromanaging if we want to scale fast. The key is to trust the talented team we hired. If we trained them well, we should see positive results without having to constantly be behind them. 

Do you micromanage? What challenges impede you from letting go?




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