How to Manage an Outsourced Call Center the Right Way
Outsourcing a call center—whether inbound, outbound, or blended—can be a smart and cost-effective solution for small and growing businesses. However, the true success of this model depends entirely on how you manage the outsourced call center team. Strong management directly influences service quality, customer satisfaction, and long-term revenue growth.
In this guide, we break down the essential roles, processes, and strategies for managing an outsourced call center efficiently, with insights to help you improve performance, reduce turnover, and maintain a high-performing support operation.
Why Effective Management Matters in Outsourced Call Centers
Since call centers revolve around communication and service delivery, personnel management is the backbone of success. Proper oversight ensures that agents are supported, supervisors are not overloaded, and customers receive consistently excellent service.
Key Roles in an Outsourced Call Center and How They Work Together
A well-structured hierarchy ensures smooth operations, clear communication, and efficient customer support. Below are the essential roles and their responsibilities.
1. Operators (Agents)
Agents form the core of any call center. In outsourced environments especially, they handle a wide range of tasks, so proper support is crucial. Ideally, each row of six or more agents should have a dedicated senior operator for direct communication and guidance.
Without this structure, miscommunication and service delays often occur.
2. Supervisors
Supervisors oversee the day-to-day performance of operators. Depending on the organization, they may or may not take calls. Their key responsibilities include:
- Monitoring call quality
- Managing agent workload
- Ensuring service-level targets are met
A single supervisor should generally oversee no more than 15 agents.
3. Business Coaches / Trainers
Business coaches are deeply involved in training and development. Their responsibilities include:
- Onboarding new staff
- Improving sales and service skills
- Monitoring communication quality
- Assisting in scripting and workflow optimization
They help shape the effectiveness and professionalism of the entire support team.
4. IT Department
The IT team ensures smooth technical performance by:
- Maintaining software stability
- Monitoring equipment
- Resolving technical issues for agents
Their support allows operators to work efficiently without interruptions.
5. Human Resources
Outsourced call centers often face high turnover. HR plays a crucial role by:
- Conducting interviews and assessments
- Managing schedules, vacation requests, and staffing needs
- Supporting employee well-being
- Collaborating with top management and project managers
A strong HR presence helps maintain team stability.
6. Project Managers
Project managers act as the bridge between the client and the call center. They:
- Reduce the load on supervisors
- Maintain customer relationships
- Coordinate tasks, performance, and deliverables
- Identify opportunities to improve customer service and upsell
Since supervisors often come from agent roles, project managers handle higher-level client communication.
7. Sales Department
In many outsourced call centers, the sales team is composed of top-performing agents and development managers. As the organization grows, so should the size and structure of the sales team.
Reducing Employee Burnout and Turnover
High turnover is common in call centers, especially outsourced ones. To keep staff motivated and engaged, organizations should offer:
- Strong support during onboarding
- Flexible scheduling
- Opportunities for professional communication
- Comfortable break areas
- Clear career growth paths
Senior staff often burn out faster, so monitoring their workload is essential.
Creating a positive corporate culture and maintaining healthy communication between management and employees significantly reduces turnover and boosts morale.
How to Measure Call Center Team Performance
Using Key Performance Indicators (KPIs) helps both managers and agents understand expectations and progress. Important KPIs include:
- Overall operator performance
- Call center availability
- Customer satisfaction levels
- Service quality
- Profitability
These metrics should be transparent and objective, helping employees understand exactly how their performance influences their compensation and growth.
The Importance of Automation in an Outsourced Call Center
Automation can dramatically improve efficiency and reduce operational costs. Some benefits include:
- 24/7 customer service via IVR
- Intelligent call routing based on customer needs
- Enhanced company image
- Easier management of marketing and informational services
- Seamless integration with CRM tools
Automation lightens the load on agents, decreases wait times, and increases customer satisfaction—especially valuable for small businesses.
Improving Personalized Customer Interaction
Personalization is the cornerstone of high-quality outsourced customer service. CRM systems allow you to:
- Recommend products based on past interactions
- Standardize call-handling rules
- Predict revenue and plan sales growth
- Automate database management
- Reduce repetitive tasks
- Centralize customer data
With the right CRM, agents deliver more relevant, efficient, and tailored support.
Managing Time and Workload With WFM Systems
Workforce Management (WFM) systems help optimize agent scheduling and productivity. They support:
- Load forecasting
- Shift scheduling
- Break planning
- Performance tracking
The results include:
- Reduced overstaffing
- Skill-based task distribution
- Balanced workloads
- Lower overtime costs
WFM tools are essential for maintaining a productive and cost-efficient call center.
Conducting Call Center Audits
Regular audits help identify weaknesses and ensure quality standards are being met. An audit typically includes:
- Monitoring 3–6 test calls per agent
- Reviewing quality checklists
- Assessing customer feedback and complaints
- Evaluating customer satisfaction metrics
External experts may also be brought in to offer additional insights and recommendations.
Final Thoughts
Managing an outsourced call center effectively requires strong leadership, clear structure, the right technology, and continuous performance evaluation. When done properly, it boosts customer satisfaction, improves team morale, and increases overall business profitability.
Ready to Improve Your Outsourced Call Center Performance?
RoundAssist specializes in optimizing outsourced customer support operations, from staffing strategies to workflow automation and performance management.
Contact RoundAssist today to learn how we can help transform your call center into a high-performing, customer-focused powerhouse.
