Bottom-Line Call Center Management

1st Edition

Creating a Culture of Accountability and Excellent Customer Service

Authors: David L. Butler
Paperback ISBN: 9780750676847
Imprint: Butterworth-Heinemann
Published Date: 31st March 2004
Page Count: 178


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Table of 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.


'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.

Key Features

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


Call Center Directors and Managers; Executives and HR Directors in companies with call centers


No. of pages:
© Butterworth-Heinemann 2004
Paperback ISBN:


"Call center success is dependent on location, a supportive culture, and a process of accountability. David Butler provides a practical guide to call center success for any industry. This book is essential for managers of existing call centers as well as executives considering the launch of a new call center. Applying the ideas and suggestions offered in the book ensures a postive return on the call center investment." -- Dr. Patti P. Phillips, President & CEO, ROI Institute, Inc.; author of the award winning book The Bottomline on ROI "Gives the reader a thorough, "bottom-line" understanding of what differentiates successful and sustainable call centers. Economic development professionals around the world can benefit from this latest research on future trends in an exciting, expanding industry." -- William B. Sisson, Vice President, Economic Development, Mobile Area Chamber of Commerce "Bottom Line Call Center Management can assist anyone in the environment work much more expeditiously because David Butler has completed the research for us. Save yourself 20 years…. read the book!" -- Ann John, Leading Edge Consults, LLC "Finally, someone has unlocked the pathway for communities and regions to engage meaningfully in recruiting and growing a call center industry, making the hallmarks of economic development--job creation and quality of life improvement--a reasonable, attainment goal. David Butler's work provides us with the key." -- Angeline Godwin Dvorak, Vice President for Research and Economic Development, The University of Southern Mississippi "If you like to think “outside of the box” and want your team to understand exactly what that means, Bottom Line Call Center Management will bring

About the Authors

David L. Butler Author

David L. Butler, Ph.D., is President of Butler and Associates, a research and consulting company focused on the global call center industry. Butler conducts research on site location, labor availability and needs, training, turnover, and business culture within organizations. He helps call centers to develop, implement and incorporate a culture of accountability to produce high levels of measurable production and low levels of turnover. Butler is also an assistant professor in the Department of Economic Development at the University of Southern Mississippi.

Affiliations and Expertise

President of Butler and Associates, a research and consulting company focused on the global call center industry