Rosanne DAusilio - Wake Up Your Call Center: How to Be a Better Call Center Agent (Customer Access Management)

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title	:	Wake Up Your Call Center : How to Be a Better Call Center Agent Customer Access Management
author	:	D'Ausilio, Rosanne.
publisher	:	Purdue University Press
isbn10 | asin	:	1557531692
print isbn13	:	9781557531698
ebook isbn13	:	9780585092829
language	:	English
subject	Customer services--Management, Call centers--Management.
publication date	:	1999
lcc	:	HF5415.5.D19 1999eb
ddc	:	658.8/12
subject	:	Customer services--Management, Call centers--Management.

Page i Wake Up Your Call Center

Page ii Customer Access Management Jon Anton, Series Editor

Page iii Wake Up Your Call Center How to Be a Better Call Center Agent Rosanne D'Ausilio, Ph.D. Revised and Expanded Edition Ichor Business Books An Imprint of Purdue University Press WEST LAFAYETTE, INDIANA

Page iv Copyright 1999 by Purdue Research Foundation All rights reserved. 03 02 01 00 99 5 4 3 2 1 The paper used in this book meets the minimum requirements of American National Standard for Information Sciences Permanence of Paper for Printed Library Materials, ANSI Z39.48-1992. Printed in the United States of America Typeset by Inari Information Services Library of Congress Cataloging-in-Publication-Data D'Ausilio. Rosanne, 1941 Wake up your call center: how to be a better call center agent / Rosanne D'Ausilio.Rev. and expanded ed. p. cm.(Customer access management) Includes bibliographical references and index. ISBN 1-55753-169-2 (paper : alk. paper) 1. Customer servicesManagement. 2. Call centersManagement. I. Title II. Series. HF5415.5.D19 1999 658.8'12dc21 9-14112 CIP

Page v I dedicate this book to the memory of my parents, Pearl and Jack Miller, who taught me at a very early age to go for my dreams, no matter what! The publication of this book is one of my dreams. I want to acknowledge Jacqui Bishop, without whose editorial guidance this book would not have been written, and my proofreader and copy editor, Jennifer O'Neil. Additionally, my heartfelt thanks to Margaret Hunt, my managing editor. Special thanks to my husband, Tony, my children, my grandchildren, and dear friends, who continually re minded me of my commitment, tenacity, and ability to complete this rewarding undertaking!

Page vii Contents Foreword xi Who Should Read This Book xii A Personal Note to the Reader xiv Introduction: The Noble CSR's Call to Excellence 1 The Service Imperative 1 How Call Centers Answer the Service Imperative 3 Challenges Facing Today's CSRs 5 The Managerial Hoperational Imperative: Humanize Your Call Center 6 The Training Imperative 8 1 Mixed Messages: Darned if You Do, Darned if You Don't! 14 Quality, Quality! But Hurry Up!! 14 All-In-One-Call Handling vs. No Power 16

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