Designing the Best Call Center for Your Business

By Brendan B. Read

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups.

• Format: Paperback
• Language: English
• ISBN: 1578203139
• ISBN13: 9781578203130
• Release Date: January 2005
• Publisher: CRC Press
• Length: 300 Pages
• Weight: 1.40 lbs.
• Dimensions: 0.9" x 6.1" x 9.1"

Customer Reviews

THE UPHEAVEL IN THE CALL CENTER UNIVERSE

Call centers are a key part of our lives even if we have never set foot into one of them. Author Brendan B. Read has done an outstanding job of telling the reader how to design, plan and create call centers to supply those functions cost-effectively to satisfy both users and your organization.. Read begins this 2nd edition of the book by defining what call centers are. Next, the author takes a hard look at what functions call centers provide for you to determine which of them you need for your organization and how to justify their costs. Then, he discusses what type of planning takes place in the call center. From there, you can then begin to explore your strategies, The author will then leave you to look at alternatives for live agent handling, including self -service (IVR, outbound voice messaging or OVM, fax, automated email, or Web self-service); home agents; and, outsourcing. Read continues by presenting specific characteristics and issues entailed in serving Spanish-speaking Americans that affect call center planning, operations, and costs. In addition, the author describes several characteristics of serving foreign markets with call centers that you must take into account. He then provides you with a set of requirements for buying property for your call center. Read next suggests that if you maximize your investment, you also need to keep your call center clean, functioning properly, and protected. Also, according to Read, "your attention should be focused on selecting the right agents; as well as, training strategies." The author then continues to discuss training strategies and how to retain agents. Next, he touches on the key issues that affect your call center's performance and how to maximize your returns. Finally, he finishes up by recommending a great call center resources guide. With the preceding in mind, the author has done an excellent job of exploring most of the facets of call centers. That's why he focused on call center creation.