A call centre manager is responsible for hiring, training and supervising call center employees. The manager sets goals, monitors challenges and works to motivate team members to offer exceptional customer service. Other names for a call centre agent include customer service representative (CSR), contact centre agent, telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member. Working at a call centre can be stressful for employees. It can also affect the efficiency of the call centre and the overall success of the business. Therefore, it’s important for call centre managers to identify and address the sources of stress to ensure a more productive and positive work environment. There are many factors that can cause employee turnovers in the contact centre. Sometimes it’s because the employees feel that there’s a lack of career advancement, or they think that the job’s monotonous. Demanding or toxic jobs, such as in the contact centres, triple the risk of depression in employees.

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