Keith Dawson - Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center
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Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center
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This book covers the gamut from buying the right equipment and software to monitoring agents, measuring their productivity, enhancing customer relationships, and running an innovative and efficient center. It includes use of fax-on-demand, interactive voice response, e-mail, and Web sites.
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Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center
author
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Dawson, Keith.
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isbn10 | asin
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1578200474
print isbn13
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9781578200474
ebook isbn13
:
9781929629220
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Page i
Call Center Handbook
The Complete Guide To Starting, Running and Improving Your Call Center
3rd Edition
By Keith Dawson
Page ii
Published by Telecom Books An imprint of Miller Freeman, Inc. 12 West 21st St., N.Y., N.Y., 10010 http://www.telecombooks.com
Copyright 1999 by Keith Dawson
All rights reserved under International and Pan-American Copyright conventions, including the right to reproduce this book or portions thereof in any form whatsoever.
ISBN 1-57820-047-4
For individual orders, and for information on special discounts for quantity orders, please contact: Telecom Books 6600 Silacci Way Gilroy, CA 95020 Tel:800-LIBRARY or 408-848-3854 Fax:408-848-5784 Email:telecom@rushorder.com
Distributed to the book trade in the U.S. and Canada by Publishers Group West 1700 Fourth St., Berkeley, CA 94710
Manufactured in the United States of America
Third Edition, August 1999
Page iii
TABLE OF CONTENTS
Introduction Why Call Centers Are So Important
Part IThe Physical Center
1. Destination: Call Center
2. Facilities & Design
Part IIRouting Calls: Switches & Core Hardware Systems
3. Toll Free & Long Distance Services
4. The ACD
5. Outdialing Systems
6. CTI
7. Voice Processing Fundamentals
Part IIIThe Front End
8. Interactive Voice Response
9. Speech Recognition
10. The Web and Call Centers
11. Video In The Center
Part IVMaking Sense of the Call
12. More Computer Telephony
13. Telemarketing & Scripting Software
Page iv
14. Skills-Based Routing
15. Customer Relationship Management
16. Help Desk/Customer Service Software
17. Dispatch Systems
18. Order Processing
19. Interactive Fax
Part VCritical Peripherals
20. Readerboards and Display Technologies
21. Headsets
22. On-Hold Messaging
23. Check & Payment Processing
Part VIManagement & Operations
24. Workforce Management Software
25. Monitoring Systems
Part VIIOutside the Center
26. Outsourcing
27. Disaster and Contingency Planning
28. Telecommuting Agents
Appendix
Resources
Page 1
INTRODUCTION: WHY CALL CENTERS ARE SO IMPORTANT
Chances are you have this book in your hand because you run, or work in, or have something to do with, a call center. Chances are also that when people outside work ask you what you do, you have to explain to them exactly what a call center is, and they don't always get it. They focus on the things that they dislike about call centersthose telemarketing calls they get at dinnertime or when they're putting the baby to bed. Or the long time they spend on hold trying to get someone to explain why there's an error on their bank statement.
Obviously there's more to call centers than the face they present to the consumer. But that's the realitythat people interact with call centers all the time, and often come away frustrated and bewildered. That's one of the main reasons this book exists: to help you improve the way the call center operates, and following that, to improve the relationship between your company and your customers.
This book is for anyone who works in a call center. For anyone who sells by phone. Or who helps customers. It's about all the stuff that's used in call centers, all the technology, hardware and software. It's also about the kinds of services that call centers buy, things like toll free and long distance services, outsourced call center help, site selection assistance and consulting. And it's about the people who work in centers: how to keep reps happy, interested, well trained and excited about their jobs. How to make sure that you don't spend a fortune in training only to lose those people after a few short months because some preventable thing you're doing is driving them away.
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