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Call Centers For Dummies

Real Bergevin (Author), Afshan Kinder (Author), Winston Siegel (Author), Bruce Simpson (Author)

9780470677438, Wiley

Paperback / softback, published 17 September 2010

384 pages
23.1 x 18.5 x 2.5 cm, 0.522 kg

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.

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

Subject Areas: Business & management [KJ]
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