Call Center Essentials: A Practical Guide to Real-time Results

Today, the term “call center” is practically a household name. Chances are that you are holding Call Center Essentials: A Practical Guide to Real-Time Results because you are managing, training or setting up a call center. This book takes you behind the scenes and helps you make the most out of your investment to build a real-time profit center.
The book is divided in four parts, each with its own unique focus. Part 1 covers the foundation topics like the history, types, definitions, applications and outsourcing options of call centers. This part deals with how and why call centers are described as learning organizations. It also dwells on important topics like human factors, site selection aspects and career avenues.
Part 2 describes the unique theory of superior customer-focused experiences—The Wheel of Nurture. It deals with the CARE formula and experience drivers, which provide the personal touch and human insights to overhaul customer experience management. It also discusses the supporting factors for the theory in terms of customers, tools, communication and performance.
Part 3 covers the history of call centers in India, reasons for their phenomenal growth in India and how this growth has enhanced India’s economic status. Aspects like the current status of call centers in India and India’s position in comparison to other competing nations are also dealt with in this part. Major emerging trends and forecasts of the Indian call center space are covered in the last chapter of this part.
Part 4 contains real life insights and experiences of industry experts and professionals. This part also explores new horizons, what must be done by call centers to prepare for the customer of tomorrow and what are the likely global trends that call centers will witness in the future.

Open the book to explore:
• Working environment, human factors and career avenues;
• Dynamics of delivering world-class customer services and experiences;
• New realities of customer experience management;
• Knowledge management;
• Call centers in developing countries like India;
• Quality and performance improvement.
And much more!