It is quite common in the call centre industry that a call centre operator receives a complaint that are beyond his capacity to solve. Most call centres have complaints managers that help resolve this situation
The tasks of a complaints manager involve the following
- Monitoring complaint frequency- call centre operators are required to submit any customer complaint to their team leader or complaints manager so the company can find a pattern and provide solutions to these complaints.
- Identifying if a Complaint is Internal or External- an internal complaint is a one that covers the call centre and its employees, such as a customer complaining on how he was treated by a call centre operator. Such complaints would require deliberation and executive action that may be handled by a complaints manager. An external complaint regards the company that a call centre represents. In which case, the next step for a complaints manager is;
- Referring the complaints to the proper channels- a complaint can be vital information for a company that a call centre represents, especially if their product or service is new in the market and has not yet been tested. These informations are then used for product or service improvement measures. Complaints managers are required to report these complaints to such companies.
Other functions of a complaints manager include the investigating and deliberating highly complicated inquiries, preparing appropriate measures and maintaining good customer relations to ensure good quality service, and providing ideas and programs for improving the call centre operations.Job RequirementsComplaints manager jobs require applicants to have experience in the call centre industry, this is why the most eligible applicants are those who started off as an operator for the company. Although some call centres will hire those who have sharpened communication and management skills.
