Get Cases in Call Center Management: Great Ideas (Th)at Work PDF

By Richard Feinberg, Ko De Ruyter

ISBN-10: 1423732723

ISBN-13: 9781423732723

ISBN-10: 1557533423

ISBN-13: 9781557533425

Written by means of experts at the name middle undefined, circumstances in name middle administration brings to gentle the strategic significance of name facilities in ultra-modern company international. whereas huge agencies have particular name facilities, small enterprises, no matter if they don't designate part of the association as a decision middle, as a result of altering attitudes towards customer support, in perform have name facilities. As interactions with clients flow clear of person-to-person to different interactive media concepts, the decision heart is rising from the shadows to turn into a necessary strength for company advertising and marketing and conversation. situations in name middle administration covers the gamut of subject matters via studying genuine name facilities in motion and the way managements at these facilities have handled key name middle matters.

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Additional info for Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business Series)

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The working hours in this industry tend to vary more than most. Part-time work is quite common because it is believed that people cannot work productively for more than about 4 hours constantly on the telephone but training costs are pushing managers more towards longer hours and full-time workers. Notwithstanding these changes, call centers can provide flexible work opportunities for students and for those with family responsibilities allowing them to work shifts to fit in with their other responsibilities and interests.

Reader boards are displayed throughout some call centers to indicate the daily statistics, the number of calls waiting and the time being taken per call. These reader boards are sometimes used to encourage competition between teams. In other cases, lights flash at operators if they are taking too long on calls or if there is a back-up of calls in the queue, with different colored lights coming on to show the length of the back-up. Due to converged remote access technology, operators are also able to work from remote sites such as their home with the same level of access to the technology as they would have in the call center, which sounds fine in theory, but the practice of people working remotely has even further issues in respect to occupational health and safety, issues of preserving confidentiality and privacy, lack of opportunity to socialize with other workers, maintaining skills and product knowledge and so on.

50 Cases in Call Center Management then severe constraints are imposed in trying to address this issue. (See our case studies addressing this issue in chapters 8 and 15). • Tight labor markets with better reward packages available elsewhere especially in call center “hot spots”—the average cost of staffing a call center is, depending upon which study one accepts, somewhere in excess of 58 percent of total costs23 but possibly up to 80 percent, so savings in this area for businesses can be significant.

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Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business Series) by Richard Feinberg, Ko De Ruyter


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