Call Centers For Dummies^?, 2nd Edition

by Real Bergevin; Afshan Kinder; Winston Siegel; Bruce Simpson

• ISBN13: 9780470678381
• ISBN10: 0470678380
• Format: eBook
• Copyright: 2010-04-01
• Publisher: For Dummies

Summary

Tips on making your call center a genuine profit centerIn 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 businessesWith the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Table of Contents

Introduction

From the Ground Up: An Overview of the Call Center

A First Look at Call Centers

Business Basics: Models and Drivers and Goals, Oh My!

Developing the Cast of Characters

Building a Call Center of Your Own

Choosing the Outsourcing Option

The Master Plan: Finance, Analysis, and Resource Management

Analyze This!

Right People, Right Place, Right Time: Resource Management

Call Center Scheduling: Not As Simple As 1, 2, 3

Making Life Better with Technology

An Introduction to Call Center Technology

Technological Enhancements: Getting the Newest and Coolest Stuff

Using Home Agents

Creating High-Performance Teams

Hiring and Training

Creating a Coaching Culture

Creating a Motivated Workforce

Ensuring Continuous Improvement

The Power of Process Improvement

Mastering Change in Your Organization

Quality-Control Programs and Certifi cations

The Part of Tens

Ten Ways to Improve Agents' Job Satisfaction

Ten Questions Every Call Center Manager Should Answer

Almost Ten Ways to Decrease Call Center Costs and Increase Effi ciency

Key Call Center Definitions and Concepts

Call Center Support Services

Index

Table of Contents provided by Publisher. All Rights Reserved.