Making Contact

A regular column that interviews leading executives from the call center industry.

An interview with...Chris Malcom, Director of CRM, UroMed, Inc.

What are the key qualities you look for in a call center representative?
Compassion. Someone who is resourceful, can think outside the box and not be afraid to make a decision.

If you could pick another career what would it be?
Rehab Consultant for people who have suffered spinal cord injuries.

What's the secret of a successful career in call center management?
Treat all calls and/or customers as if they were your mother. Never takes things personally while on a call.

If a colleague was going to describe your management style what would they say?
A colleague would say that I am fair and direct, that I have high expectations of people and do a good job of motivating people to reach those expectations.

What technology areas will be your biggest focus over the next 12 months?
Finding CRM software that will meet our company needs.

If you could meet anyone famous - living or dead - who would it be and why?
George Patton. He was a true leader. Whether people loved or hated him, he was respected.

What type of music do most like to listen to?
Country

What would be your ideal weekend break?
Sitting on a quiet beach in the Caribbean.

What’s your favorite sport/team?
Nascar

How do you relax, and do you find it easy to switch off out of work?
I relax by spending time with my newborn daughter and the majority of the time I don’t think about work when I’m not at work.