Call Centers For Dummies (Paperback)

~ R?al Bergevin (Author)
Key Phrases: call center scheduling, business basics, call center technology, The Master Plan, Six Sigma, Handling the Calls (more...)

Editorial Reviews

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.

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

"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

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Product Details

• Paperback: 384 pages
• Publisher: For Dummies (May 18, 2005)
• Language: English
• ISBN-10: 0470835494
• ISBN-13: 978-0470835494
• Product Dimensions: 9.2 x 7.2 x 1 inches
• Shipping Weight: 1.4 pounds (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars  See all reviews (5 customer reviews)
• Amazon.com Sales Rank: #216,403 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

21 of 21 people found the following review helpful:

5.0 out of 5 stars Great overview of the call center operation, July 21, 2005

By	Highlighter (Toronto, Canada) - See all my reviews

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?

7 of 7 people found the following review helpful:

5.0 out of 5 stars Very Helpful, January 7, 2006

By	P. Payne "Loves Perfume" (Raleigh, NC) - See all my reviews (REAL NAME)

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.

2 of 2 people found the following review helpful:

5.0 out of 5 stars Call Centers for Dummies, November 12, 2008

By	Call Center Employee (USA) - See all my reviews

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.