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Creating a Culture of Accountability and Excellent Customer Service
To order this title, and for more information, click here
By
David L. Butler, Ph.D, President of Butler and Associates, a research and consulting company focused on the global call center industry
Included in series
Improving Human Performance,
Description
'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.
Audience
Call Center Directors and Managers; Executives and HR Directors in companies with call centers
Contents
Culture and accountability; Location, location, location; Skills and training; Your CSRs?; Pay and benefits; The people and the technology;
Labor unions: the good, the bad, and the ugly; Conclusions; Appendices.
| Bibliographic details |
Paperback, 178 pages, publication date: MAR-2004
ISBN-13: 978-0-7506-7684-7
ISBN-10: 0-7506-7684-1
Imprint: BUTTERWORTH HEINEMANN
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| Price and Ordering |
Price:
EUR 52.95
USD 45.95
GBP 36.99
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Last update: 5 Sep 2009
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