Download Call Center Handbook: The Complete Guide to Starting, by Keith Dawson PDF

By Keith Dawson

This ebook covers the gamut from procuring the ideal gear and software program to tracking brokers, measuring their productiveness, improving patron relationships, and operating an leading edge and effective heart. It contains use of fax-on-demand, interactive voice reaction, electronic mail, and sites.

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Extra resources for Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center

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Substantial research has been completed that demonstrates the effect design can have on increased productivity of building occupants. Times have changed. In the past you could say the chairs, the lighting and the design of the workstation were the most important elements of call center design. Those things are still important, but issues of health and safety are increasingly on people's minds these days. Yeseven in call centers. One architectural firm we spoke to ballparked the cost of fitting out office space for call center use as ranging from $ 22 to $ 38 per square foot.

Kevin Leonard of Strategic Outsourcing Corp. specializes in hiring in bulkhundreds of agents at a time for large, high-end call centers in the southwest. "What most call center people do is call temp agencies," he says. " When you staff by the hundred in a single concentrated area, especially under time pressure, the call center management ends up under the gun, with no real opportunity to check the skills of the pool as a whole. What this means for call center site selection is that the old rules don't necessarily apply.

Page 25 Chapter2 Facilities & Design The furnished environment your agents have to work in for four to eight hours a day affects their attitude more than whether the technology they are using shaves a few seconds off call duration. Their comfort, or discomfort, within that environment has an undeniable effect on the way they deal with customers. And of course, on turnover, which affects long term hiring and training costs. But there's more to call center design than picking out pretty colors and sleek workstations.

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