A01=David L. Butler
Author_David L. Butler
Call Center
Call Center Industry
Call Center Manager
Call Center Operations
Call Center Projects
Call Center Reps
Call Center Technology
Category=KJM
culture
Current Ceo
customer
director
employee engagement strategies
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eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
human resource management
industry
investment
Labor Shed
labour shed evaluation in contact centres
Leading Call Center
Om En
organisational behaviour
Pe Rc
performance metrics analysis
positive
rep
return
ROI Analysis Plan
ROI Calculation
ROI Evaluation
ROI Formula
ROI Model
ROI Process
service
service operations research
Site Selection
strong
Strong ROI
Swot Matrix
Ta Ge
Traditional Swot Analysis
Turnover Rate
Vice Versa
workforce optimisation
Product details
- ISBN 9781138175327
- Weight: 540g
- Dimensions: 152 x 229mm
- Publication Date: 19 Aug 2016
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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'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.
