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Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance)
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Binding: Paperback
Dewey Decimal Number: 658.812
EAN: 9780750676847
Edition: 1
ISBN: 0750676841
Label: Butterworth-Heinemann
Manufacturer: Butterworth-Heinemann
Number Of Items: 1
Number Of Pages: 178
Publication Date: March 31, 2004
Publisher: Butterworth-Heinemann
Studio: Butterworth-Heinemann
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Editorial Review:
'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model.The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line. *The only book to focus on accountability in call center management within a framework of progressive management and HR practices
*Draws on the author's unique data sets about best practices in call center management
*Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in
Customer Reviews
Average Rating: 
Rating: - A hands-on guide to customer running customer call centers
Until recently, customer call centers were very much back-end operations, out of site and out of the minds of corporate chiefs. That was before several recent high-profile fiascos in the US, UK and Australia, where badly-run call centers destroyed in a few months the customer goodwill that had been expensively built up over years.
It doesn't have to be that way. David Butler shows how call centers can be a bottom-line asset to companies, not just a money sink. It cites, for example, the case ... Read More
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