Call Centers For Dummies

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John Wiley & Sons, May 11, 2010 - Business & Economics - 384 pages
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Tips on making your call center a genuine profit center

In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents.

  • The ultimate call center guide, now revised and updated
  • The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations
  • Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses

With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

 

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Contents

Introduction
1
The Master Plan Finance Analysis
3
of the Call Center
7
Business Basics Models and Drivers and Goals Oh My
19
Developing the Cast of Characters
43
Building a Call Center of Your Own
65
Choosing the Outsourcing Option
85
The Master Plan Finance Analysis
107
Creating HighPerformance Teams
241
Creating HighPerformance Teams 241 Chapter 12 Hiring and Training
243
Creating a Coaching Culture
257
Creating a Motivated Workforce
265
Ensuring Continuous Improvement
281
Mastering Change in Your Organization
299
QualityControl Programs and Certifications
313
Ten Ways to Improve Agents Job Satisfaction
323

Right People Right Place Right Time Resource Management
143
Call Center Scheduling Not As Simple As 1 2 3
157
Making Life Better with Technology
185
Technological Enhancements Getting the Newest
209
Using Home Agents
221
Ten Questions Every Call Center Manager Should Answer
329
Almost Ten Ways to Decrease Call Center Costs
335
Key Call Center Definitions
341
Call Center Support Services
349
Copyright

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About the author (2010)

Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

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