Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance) [Kindle Edition]

David L. Butler Ph.D (Author)

Editorial Reviews

Review

"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 it all
into focus for them. All in one book.it's all here. Don't put this one down!!"
-- Terry Hibler, Call Center Manager, Fortune 500 Company

Book Description

An innovative approach to assessing & implementing effective management practices within a call-center environment

See all Editorial Reviews

Product Details

• Format: Kindle Edition
• File Size: 2151 KB
• Publisher: Butterworth-Heinemann; 1 edition (March 31, 2004)
• Sold by: Amazon Digital Services
• Language: English
• ASIN: B001GQ2RJY
• Text-to-Speech: Enabled
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #379,498 Paid in Kindle Store (See Top 100 Paid in Kindle Store)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Most Helpful Customer Reviews

16 of 17 people found the following review helpful:

5.0 out of 5 stars A hands-on guide to customer running customer call centers, May 19, 2004

By 

Celia Redmore "Celia Redmore" - See all my reviews
(REAL NAME)   

This review is from: Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance) (Paperback)

Until recently, customer call centers were very much back-end operations, out of site and out of the minds of corporate chiefs. That was before several recent high-profile fiascos in the US, UK and Australia, where badly-run call centers destroyed in a few months the customer goodwill that had been expensively built up over years.

It doesn't have to be that way. David Butler shows how call centers can be a bottom-line asset to companies, not just a money sink. It cites, for example, the case of a highly cost-effective center in the south-west United States with an annual employee turnover of under 3% and (if I guess the real identity of the company correctly) many happy repeat customers, including myself.

David Butler owns a call center management company and is a recognized expert on the subject. "Bottom-Line Call Center Management" contains detailed information on where best to locate new call centers, how to evaluate and implement new call center technology, how to calculate the value of a call center in dollar terms, and how to create an environment that will attract and retain a loyal and productive staff.

For those of us on the customer side of the business, Dr Butler stresses the need to ensure that representatives are familiar with the products they support or sell. Call center representatives, just like all customer-facing staff, need to understand how customers use the company products and services. If representatives can't articulate product knowledge and understand customer concerns, they really are just a "cost center" and, as the author repeatedly warns, are in danger of having their jobs eliminated or sent abroad. That represents a disaster to their communities and a financial loss to the companies that employed them.