Among 2,361 professionals surveyed by the Harvard Business Publishing Corporate Learning team, 77% of senior leaders viewed empathy as important, but the majority of respondents said their leaders didn’t consistently exhibit empathy. Similarly, more than 80% of respondents ranked integrity as highly important, but less than two-thirds reported seeing it in their leaders.
Especially at the highest level, research proves an industry discrepancy between skill observation and cultivation. We at AnswerNet rose to the top of the call center industry by observing and cultivating leadership skills, and today, we’re here to help. Let’s cultivate growth by identifying and teaching the top 5 skills call center managers need to thrive in 2025.
Managers Need These Top 5 Skills
Here are the top 5 skills call center managers need to succeed.
1. Emotional Intelligence
Call center teams need to guide crescendoed customer complaints, direct disaster responses, and overwhelmed order processes; their managers need to master emotional intelligence (EI). The Harvard Business School reports that 71% of employers value EI more than technical skills, and for good reason: High EI resolves conflicts, motivates teams, and boosts customer satisfaction.
To build EI, practice active listening, build self-awareness, and engage in regular feedback conversations. Managers can work with mentors or coaches to develop self-regulation and improve how they manage their own emotions, especially in stressful situations.
2. Data-Driven Intelligence
Research from the University of Texas suggests that if Fortune 1000 companies increased their data usability by 10%, they’d gain over $2 billion in revenue every year. Even if you aren’t representing a Fortune 1000 company, data-driven intelligence in the call center industry enables managers to monitor key performance indicators (KPIs) that might similarly raise revenues.
To access KPIs like call volumes, agent performance, and customer satisfaction, learn to use data analytics tools such as Tableau, Google Analytics, and built-in call center reporting features. To access an even mightier well of market research, outsource to a BPO provider.
Research from the University of Texas suggests that if Fortune 1000 companies increased their data usability by 10%, they’d gain over $2 billion in revenue every year.
3. Adaptation to Changing Tech
In a 2023 conversation at the Harvard Kennedy Business School, former Google CEO Eric Schmidt warned, “It’s important for everybody to understand just how fast [technology] is going to change. It’s going to happen so fast. People are not going to adapt.”
Call center managers will survive, revive, and thrive by adapting to the industry’s changing tech. To begin, managers can familiarize themselves with the latest automated tools like AI chatbots, IVR systems, and virtual receptionists.
4. Knowledge of Compliance Laws
Forbes reports that within the last decade, Morgan Stanley was fined $60 million for two separate data breaches and an additional $35 million for “data security lapses that included unencrypted hard drives from decommissioned data centers being resold on auction sites without first being wiped.”
In the call center industry, a manager with compliance knowledge can save their team from terrifying fines. It’s crucial for managers to stay informed on international, national, and local regulations through legal training, expert consultations, and online research.
5. Critical Thinking
International research institution The Reboot Foundation found that 94% of people surveyed believe that critical thinking is “extremely” or “very important,” but 86% of people surveyed find those skills lacking in the public at large. Across industries, critical thinking skills allow managers to assess difficult situations, identify root causes, and discover effective solutions.
In the call center industry, critical thinking is created by reviewing case studies, seeking diverse perspectives, and asking open-ended questions in team meetings. When the skill is honed to a T, a critically-thinking manager can elevate their call center to new heights.
The AnswerNet Advantage
AnswerNet has honed its skills to grow to 10,000+ clients and 125 million+ annual interactions. We’ve read the reports, established the infrastructure, and optimized the technology to deliver the most useful learning techniques available today.
If you want to train your business brain through a call center service you can trust, reach out here or click the button below to get in contact.
