Cases in Call Center Management: Great Ideas (th)at Work

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Purdue University Press, 2005 - Business & Economics - 356 pages

Written by authorities on the call center industry, Cases in Call Center Management bringsto light the strategic importance of call centers in today's business world.While large corporations have explicit call centers, due tochanging attitudes toward customer service, small organizations also have call centers, evenif they do not designate a part of the organization as a call center. Asinteractions with customers move away from person-to-person relationships to otherinteractive media options, the call center is emerging from the shadows tobecome a vital force for corporate marketing and communication.

Cases in Call CenterManagement covers the gamut of topics by examining real call centers inaction and how managements at those centers have dealt with key call centerissues including: "Human Resource Management," "OperationalManagement," "Strategic Management, " and "Technology Issues." Amongthe organizations covered are Accor, Charles Schwab, General Electric, HewlettPackard, Mercedes Benz, Thomson Consumer, Unisys, and Yellow Pages Direct. Thebook is rounded out with a section on resources that will provide hundreds ofideas to accentuate your current call center. Both a practical guide and anexhaustive reference, Cases in CallCenter Management is an investment in the future success of your customerservice operations.








 

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Contents

IntroductionAnswering the call for customer driven quality Overview of the call center industry
1
At any timefrom anywherein any form The emerging customer business partnership written with Mike Trotter and Jon Anton
7
The past present and future of customer access centers
21
What do customers expect when they make the call?
33
How to learn from these case studies
41
Human resource management in call centers
43
Agent recruitment CASE Randstad Callflex
61
Personnel recruitment CASE Viking Direct BV
64
Customer satisfaction and call centers in Australia Written with Jame Cummane and Paul Conn
190
Private insurance call center sales CASE PhoneDirect Written with Paul Inkster
194
Capacity forecasting CASE ABNAMRO Bank
198
Strategic Management of Call Centers
203
Location analysis CASE MercedesBenz
221
Service quality deployment CASE Robeco
224
Customer churn management CASE Vodafone
227
Call customization CASE Robeco
233

Agent performance assessment CASE Creative Labs
68
Agent performance assessment CASE Vodafone
75
Agent training CASE Neckermann
83
Agent motivation CASE OHRA
87
Contractual issues CASE Interpolis
92
Attract a friend Connect with 1000 Any questions? The quest for the next employee CASE Thomson Consumer Electronics
97
Developing new hires The mentor program CASE Thomson Consumer Electronics
100
I dont just want a job I want a future CASE Transcom
102
Making current CSRs feel good valued and appreciated Employee appreciation days CASE Thomson Consumer Electronics
105
Realistic job previews Cutting turnover by 50
107
The culture of heroics CASE Transcom
111
Walk a mile in my shoes Executives take a turn at being a CSR
115
Walls to calls in 60 daysbut how do we get CSRs? CASE MicroAge
118
Maybe we want them to leave Sometimes turnover in our contact centers is good
120
A different culture and a case of low turnover CASE SalesForce
127
Role stress in call centers Its effects on employee performance and satisfaction Written with Martin Wetzels
131
Call center staff with special needs Written with Andrea Jaegar
139
Listening variables in voicetovoice service encounters What part of listening dont you understand? Written with Martin Wetzels
141
Voicetovoice service encounters Written with Arjan Burgers Cherie Keen and Sandra Streukens
147
Operational management of call centers
157
Capacity planning 1 CASE Hewlett Packard 1 this case was completed prior to the HP Compaq merger
159
Capacity planning 2 CASE Hewlett Packard this case was completed prior to the HP Compaq merger
163
Organizing for capacity planning CASE OTTO
167
Outbound call response CASE RM
171
Quality monitoring of calls may not mean that the caller is satisfied CASE ETalk
175
Ive got that old IVR feeling CASE Unisys
178
The burden of email CASE Internet Shopping Network
180
Taking the error out Web based customer relationship management CASE Thomson Consumer Electronics
183
Controlling your call volume and call time CASE Yellow Pages Direct Written with Jeff Woolcock and Tim Wade
187
Autopsy of caller dissatisfaction
237
Call center as profit centerPay for product placement
243
Call centers as product design workshops CASE GE Answer Center
245
Escalation of customer dissatisfaction Identifying the top reasons and creating satisfied customers out of consumers CASE GE Answer Center
247
What is caller satisfaction related to? Justifying your call center CASE General Electric
249
If the phone ringseveryone answers it CASE Proflowerscom
253
Infomediaries The next revolution CASE Capital One
256
One to one publishing CASE AudienceOne
260
1800callbeforeyouinstall Proactive customer satisfaction maintenance
263
Increasing the share of the customer not simply market share CASE RCI
266
The call center as means of creating customer loyalty CASE RCI
268
The case of the priority customer CASE Charles Schwab
270
A multilingual call center service CASE Centrelink Written with Trevor Deeming
274
A customer loyalty program CASE SalesForce Written with Caz Hosking
277
Organizing for call center quality CASE Mega Limburg
280
Call center process reengineering CASE ANWB
284
Call reengineering CASE National emergency number
290
The case for benchmarking your call center
294
Technology Issues
305
Immaculate deception The unintended negative effects of the CRM revolution
307
Call center automation When process increases mistakes and delay there is only one thing to do CASE Accor Reservation Services
318
Call routing CASE CMG
322
Database management CASE Scoot
326
Keeping it simple Call center automation CASE Xerox
329
Linking Australians to government services CASE Centrelink Written with Paul Conn
334
Call center queues for minority customers CASE Centrelink
338
Resources that will knock your socks off
341
Index
353
Copyright

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About the author (2005)

Richard Feinberg, Ph.D. is a member of the American Collegiate Retailing Association, Association for Consumer Research, and the Society for Consumer Psychology. Feinberg formerly served as the director of Purdue University's Center for Customer-Driven Quality. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars.

Ko de Ruyter holds degrees in linguistics and political science from the Free University (Amsterdam) and the University of Amsterdam. He has published five books and over 130 articles.

Lynne Bennington has a M.B.A and a doctorate in psychology. In addition to her academic activities, she has had more than twenty years of management activity in the private and public sectors. Bennington has published over fifty journal articles, book chapters, and conference papers.

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