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Product Description
Product Description
A fun and simple guide to improving call center management and response
Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company′s bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.
Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company′s bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.
From the Back Cover
"Provides a simple, straight forward, and proven formula for success that can help turn your call center into a true competitive advantage."
Eric Burton, VP Customer Care, Time Warner Cable
Eric Burton, VP Customer Care, Time Warner Cable
"With this book as your road map the journey toward success will be made much easier."
Michael Hayes, Senior Vice President, Scotiabank
The call center industry is one of the world’s most rapidly growing and fastest changing. For those involved in call centers or anyone who just wants the inside scoop on this exciting field, Call Centers For Dummies is a must–read. From offshore options to "do not call" legislation to proven means of measuring agent performance, it’s all here. With invaluable information for managers on how to run an efficient, profitable center and expert call handling strategies and tools for agents, this is the ultimate call center book.
Discover how to:
Locate and set up your call center
Hire and retain the best people
Create work schedules that work
Get the newest and coolest technology
Turn call centers into profit centers
Inside This Book
(Learn More)
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Customer Reviews
Most Helpful Customer Reviews
4 of 5 people found the following review helpful
Format:Paperback|Amazon Verified Purchase
We all love to hate call centres. I doubt whether Real Bergevin is singlehandedly responsible for this state of affairs, but in this volume he does little to enhance the image of call centres in my eyes. I find it difficult to write an objective review of this book without digressing into a rant about the evils of the modern world. What Bergevin presents is a vision of hell. He didn't create the hell, of course; he just explains it, and he does that quite well so deserves at least three stars.
But from my own perspective there were one or two gaps. I work in the public sector, and need to know about call/contact centres from a public services point of view. In the UK about 20% of people employed in call centres work in the public services or voluntary sector. Borgevin nods in our direction, mentioning once or twice that the 911 (999) emergency services depend on call centres, and then ignores us, presuming that everyone who works in or manages a call centre is motivated by money and little else. Of course there is a need in the pubic sector to provide value for money, and call/contact centres have a role in achieving this. I would like to have seen perhaps just one chapter in this book that tackled this question. I would also have liked to have seen more that would be of interest to call centre agents or potential agents as well as the interesting 'no management without measurement' stuff.
The book has a distinctly American flavour. However, except for a few short paragraphs dealing with US legislation relating to call centres, it is of universal relevance and usefulness (not surprising in view of its uncritical embrace of offshore call centres in faraway places), and the cultural difference is not at all jarring. (Ah yes, perhaps I should have looked for a book that didn't hail from the land of big business and small government.)
I quite liked the 'For Dummies' layout. This is the first time I've read one of this series from cover to cover. Of course, it doesn't have to be read in this way, and perhaps I would have formed a more favourable impression of it by using it as a reference book or just reading the bits that seemed most relevant to me. The writing was clear, and some of the tips very useful, applicable across the whole spectrum of call centres and into the world beyond. I will keep this book, and probably go back to it from time to time to review some of these gems.
But from my own perspective there were one or two gaps. I work in the public sector, and need to know about call/contact centres from a public services point of view. In the UK about 20% of people employed in call centres work in the public services or voluntary sector. Borgevin nods in our direction, mentioning once or twice that the 911 (999) emergency services depend on call centres, and then ignores us, presuming that everyone who works in or manages a call centre is motivated by money and little else. Of course there is a need in the pubic sector to provide value for money, and call/contact centres have a role in achieving this. I would like to have seen perhaps just one chapter in this book that tackled this question. I would also have liked to have seen more that would be of interest to call centre agents or potential agents as well as the interesting 'no management without measurement' stuff.
The book has a distinctly American flavour. However, except for a few short paragraphs dealing with US legislation relating to call centres, it is of universal relevance and usefulness (not surprising in view of its uncritical embrace of offshore call centres in faraway places), and the cultural difference is not at all jarring. (Ah yes, perhaps I should have looked for a book that didn't hail from the land of big business and small government.)
I quite liked the 'For Dummies' layout. This is the first time I've read one of this series from cover to cover. Of course, it doesn't have to be read in this way, and perhaps I would have formed a more favourable impression of it by using it as a reference book or just reading the bits that seemed most relevant to me. The writing was clear, and some of the tips very useful, applicable across the whole spectrum of call centres and into the world beyond. I will keep this book, and probably go back to it from time to time to review some of these gems.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
5 reviews
24 of 25 people found the following review helpful
Great overview of the call center operation
21 July 2005
Format:Paperback
If you are like me, in business related to call centers, but not really in call center business, this book is the one. After reading it, I got a new level of appreciation for the processes and complexity involved.
First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems".
Next one, on technology, gives you a review of supporting technologies. I personally knew most of the stuff, but it's a light reading and gives you a perspective how the call center views the technology.
Final two parts, on managing agent performance and call handling are valuable reading no matter what business you're in. Suggestions from the book can be applied outside of call centers, as well. And call handling... I think every employee that has a phone on their desk is the company's representative and should know how to handle calls. Dealing with angry customers, controlling the call, sales... it all goes beyond just call centre agents.
To summarize, if you want to get the big picture, see all the elements, understand them and understand how they interact, this is where you should start. Doesn't dwell too much on any individual subject (and doesn't go too much in-depth) and therefore, it is an easy informative reading. And that's what books from Dummies series are all about, aren't they?
First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems".
Next one, on technology, gives you a review of supporting technologies. I personally knew most of the stuff, but it's a light reading and gives you a perspective how the call center views the technology.
Final two parts, on managing agent performance and call handling are valuable reading no matter what business you're in. Suggestions from the book can be applied outside of call centers, as well. And call handling... I think every employee that has a phone on their desk is the company's representative and should know how to handle calls. Dealing with angry customers, controlling the call, sales... it all goes beyond just call centre agents.
To summarize, if you want to get the big picture, see all the elements, understand them and understand how they interact, this is where you should start. Doesn't dwell too much on any individual subject (and doesn't go too much in-depth) and therefore, it is an easy informative reading. And that's what books from Dummies series are all about, aren't they?
7 of 8 people found the following review helpful
Very Helpful
7 Jan 2006
Format:Paperback|Amazon Verified Purchase
I'm a new call center manager and this book did a great job of explaining a lot of the basics. I was even able to share the technology section with my IT department so they could understand how to better support the needs of our department. Plus my staff fought over the book - because the information was in an easy to read/understand format.
3 of 4 people found the following review helpful
Call Centers for Dummies
12 Nov 2008
Format:Paperback
This is an excellent, comprehensive overview of call centers, including specific metrics to be tracked and measured. Call center locations, set up and on-going operations are also covered.
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