The foundation of contact centre success: building an operating rhythm that works

The constant pressure to hit KPIs without overwhelming your team—does this sound familiar? In the fast-paced world of contact centres, senior leaders juggle a range of challenges, from agent turnover and inconsistent communication to managing fluctuating call volumes. While the hurdles are undeniable, one strategy consistently emerges as a game-changer: an effective operating rhythm (OR).

An OR isn’t just about schedules and meetings; it’s a structured, purposeful cadence of leadership actions that drive alignment, engagement, and performance. Below, we explore what an OR is, its core components, and how it addresses some of the most pressing challenges facing contact centres today.

What is an operating rhythm?

An operating rhythm is the structured cadence of activities—such as daily huddles, coaching sessions, feedback loops, and monthly reviews—that leaders use to align their teams, streamline communication, and enhance performance. Think of it as the leadership equivalent of a heartbeat: steady, predictable, and vital for maintaining health and energy.

“Leadership isn’t about doing more; it’s about doing what matters most, consistently and with purpose. An operating rhythm makes that possible.”

Peter Grist, Managing Director of GRIST

An effective OR ensures that daily actions connect to long-term goals, provides clarity for team members, and reduces the reactive chaos often found in contact centres.

Core components of an operating rhythm

Every contact centre can tailor its OR to meet its unique needs, but most effective rhythms share these four foundational components:

1. Daily huddles

   Short, focused meetings designed to align teams on immediate priorities and address pressing challenges. These sessions improve focus and foster quick decision-making.

2. Weekly coaching

   Future-focused conversations that build agent confidence and capability while aligning behaviours with organisational goals.

3. Feedback and recognition loops

   Structured opportunities for team members to share insights, receive actionable feedback, and feel valued for their contributions.

4. Monthly reviews

   Reflective sessions to assess broader trends, align team activities with strategic goals, and identify opportunities for improvement.

Each of these components ensures leaders maintain a structured yet adaptable framework that drives consistency and clarity.

Operating rhythm in action: solving contact centre challenges

Now that we’ve defined OR and its components, let’s explore how it addresses some of the key challenges faced by contact centres.

1. Tackling agent turnover

Agent turnover disrupts morale, increases costs, and undermines customer experience. An OR creates the stability needed to combat this issue.

• Why it works: Weekly coaching sessions build trust, showing agents their growth and development matter. Recognition loops reinforce positive behaviours and foster a sense of belonging.

• Real-world insight: As Seb Cox, head of customer experience at YakTrak, explains, “When leaders coach solely to metrics, agents often feel KPIs happen to them. Purposeful rhythms turn those KPIs into outcomes agents feel they own, reducing pressure and improving retention.”

• Supporting data: The average annual turnover rate for call centres is between 30-45%, with some sectors experiencing rates as high as 65-80% Nextiva. Reducing attrition by just 1% can save organisations significant costs annually Call Center Studio.

2. Managing call volumes effectively

Unexpected call volume spikes can overwhelm teams and jeopardise service quality. An OR ensures predictable management of these fluctuations.

• Why it works: Daily huddles enable teams to stay aligned on immediate priorities, ensuring resources are allocated dynamically to address surges without sacrificing quality.

• Practical application: Agile organisations often use huddles to identify bottlenecks and implement immediate adjustments, smoothing operations.

• Supporting data: Implementing daily huddles has been shown to enhance team communication and productivity, leading to more efficient handling of fluctuating workloads Metronomics.

3. Enhancing communication in hybrid teams

Hybrid work has introduced new complexities in maintaining clear communication. OR provides the framework to overcome these challenges.

• Why it works: Regular feedback loops and monthly reviews create consistent touchpoints, ensuring all employees remain aligned, regardless of location.

• Research-backed insight: Studies highlight that structured rhythms improve collaboration and transparency, especially in hybrid work setups Teamflect.

4. Balancing metrics and behaviours

Leaders often feel torn between hitting metrics and fostering sustainable behaviours. An OR bridges this divide.

• Why it works: Coaching and feedback sessions shift the focus to behaviour-driven results, reducing burnout while improving performance.

• Example: Instead of pushing for reduced average handle time (AHT), leaders might coach agents on active listening, a micro-behaviour that naturally enhances efficiency and customer satisfaction.

• Supporting data: Focusing on employee engagement and development can lead to significant improvements in performance metrics and overall job satisfaction McKinsey & Company.

5. Leveraging AI and automation

AI and automation can revolutionise efficiency but risk overwhelming teams if implemented without clear alignment to workflows. An OR mitigates this risk.

• Why it works: Monthly reviews provide opportunities to evaluate the impact of these tools, ensuring they complement rather than disrupt existing processes.

• Real-world insight: Contact centres using AI in conjunction with structured ORs report higher adoption rates and improved team productivity Convin.

Why an operating rhythm is essential

An OR isn’t a one-size-fits-all solution, but it is a proven framework that addresses the challenges of modern contact centres with clarity and focus. By ensuring consistent leadership actions, fostering clear communication, and aligning team efforts with long-term strategic goals, OR empowers contact centre teams to thrive in even the most demanding environments.

The results speak for themselves: reduced turnover, improved agent engagement, and better alignment with customer needs.

“An effective operating rhythm isn’t built overnight, but with disciplined focus, it becomes the backbone of a high-performing contact centre.”

Caitlin Ziegler, Head of product and design, YakTrak

Conclusion

Metrics-driven contact centres face a constant balancing act—between managing metrics and building sustainable, engaged teams. An operating rhythm creates the foundation for navigating these challenges with confidence and purpose.

From tackling agent turnover to enhancing hybrid communication and balancing metrics with behaviours, an OR offers the structured cadence needed to transform reactive management into purposeful leadership.

Take a moment to reflect: what rhythms are shaping your team today? How could an operating rhythm bring greater focus, predictability, and resilience to your contact centre?

Ready to take the next step? Check out our actionable tips on how to build an effective operating rhythm within your contact centre.