Online Templates for Call Center Manager

Call Center Manager Templates

Are you in the Call Center Manager role and looking for Customer Service template examples to download? Whether you’re looking for Google Docs templates, Word templates, Notion templates, Airtable templates or even spreadsheet templates for Customer Service, you’re in the right place. We build powerful online templates for Call Center Managers like you so you can save time and money each day. If you’re looking for one of the below templates or would like to discuss having a custom set of sample Customer Service templates created, get in touch to discuss.

Call Center Manager Template Examples

1. Monthly Performance Report: This template is used to track and analyze the performance of the call center team on a monthly basis. It includes key metrics such as average call handling time, first call resolution rate, customer satisfaction scores, and agent productivity. The layout typically consists of a summary section highlighting the overall performance, followed by detailed charts and tables presenting the metrics for each team member or department.

2. Training Schedule: The Training Schedule template is essential for planning and organizing training sessions for call center agents. It includes details such as the date, time, and duration of each training session, the topic or skill to be covered, and the trainer’s name. The layout typically consists of a calendar format, with each training session listed chronologically, along with any additional notes or resources related to the training.

3. Shift Roster: The Shift Roster template is used to create and manage the work schedule for call center agents. It includes information such as the date, shift start and end times, and the assigned agents for each shift. The layout usually consists of a table format, with columns representing the date and shift times, and rows representing the agents’ names. This template helps ensure proper coverage and efficient staffing for the call center.

4. Performance Improvement Plan: The Performance Improvement Plan (PIP) template is utilized when an agent’s performance falls below the expected standards. It outlines specific areas of improvement, sets measurable goals, and establishes a timeline for achieving those goals. The layout typically includes sections for identifying performance gaps, outlining action steps, and documenting progress. This template serves as a structured approach to help agents enhance their skills and meet performance expectations.

5. Call Quality Evaluation Form: The Call Quality Evaluation Form template is used to assess and provide feedback on the quality of calls handled by agents. It includes criteria such as adherence to call scripts, professionalism, problem-solving skills, and customer interaction. The layout usually consists of a checklist or rating scale format, with sections for comments and suggestions. This template helps maintain consistent service standards and identify areas for improvement in agent performance.

6. Monthly Team Meeting Agenda: The Monthly Team Meeting Agenda template is essential for planning and conducting regular team meetings. It includes topics to be discussed, action items from previous meetings, and any important announcements or updates. The layout typically consists of a bullet-point format, with clear headings and subheadings for each agenda item. This template ensures that team meetings are structured, productive, and focused on addressing key issues and fostering collaboration.

7. Customer Feedback Analysis: The Customer Feedback Analysis template is used to analyze and interpret customer feedback received through surveys, reviews, or other channels. It includes categorizing feedback into positive and negative sentiments, identifying recurring themes or issues, and suggesting improvement strategies. The layout usually consists of a spreadsheet format, with columns for feedback details, sentiment analysis, and recommended actions. This template helps in understanding customer preferences, identifying areas of improvement, and enhancing overall customer satisfaction