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
Table of Contents
Introduction 1
Part I: From the Ground Up: An Overview of the Call Center 7
Chapter 1: A First Look at Call Centers 9
Chapter 2: Business Basics: Models and Drivers and Goals, Oh My! 19
Chapter 3: Developing the Cast of Characters 43
Chapter 4: Building a Call Center of Your Own 65
Chapter 5: Choosing the Outsourcing Option 85
Part II: The Master Plan: Finance, Analysis, and Resource Management 107
Chapter 6: Analyze This! 109
Chapter 7: Right People, Right Place, Right Time: Resource Management 143
Chapter 8: Call Center Scheduling: Not As Simple As 1, 2, 3 157
Part III: Making Life Better with Technology 185
Chapter 9: An Introduction to Call Center Technology 187
Chapter 10: Technological Enhancements: Getting the Newest and Coolest Stuff 209
Chapter 11: Using Home Agents 221
Part IV: Creating High-Performance Teams 241
Chapter 12: Hiring and Training 243
Chapter 13: Creating a Coaching Culture 257
Chapter 14: Creating a Motivated Workforce 265
Part V: Ensuring Continuous Improvement 281
Chapter 15: The Power of Process Improvement 283
Chapter 16: Mastering Change in Your Organization 299
Chapter 17: Quality-Control Programs and Certifications 313
Part VI: The Part of Tens 321
Chapter 18: Ten Ways to Improve Agents’ Job Satisfaction 323
Chapter 19: Ten Questions Every Call Center Manager Should Answer 329
Chapter 20: Almost Ten Ways to Decrease Call Center Costs and Increase Efficiency 335
Appendix A: Key Call Center Definitions and Concepts 341
Appendix B: Call Center Support Services 349
Index 353
