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    42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management (Paperback) By (author) Geoffrey A. Best

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    Description"'42 Rules for Outsourcing Your Call Center (2nd Edition)'" is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a vendor to the first go-live call. Businesses continue to be challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies. This book takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner. The reader will learn: When outsourcing makes sense How to define an outsourcing approach What to look for in an outsourcing partner When to determine if agents can work at home How to craft an effective RFP "'42 Rules for Outsourcing Your Call Center (2nd Edition)'" is a must-have for all call center managers hoping to improve customer satisfaction, increase customer retention and turn their call center into a revenue generating machine.


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  • Full bibliographic data for 42 Rules for Outsourcing Your Call Center (2nd Edition)

    Title
    42 Rules for Outsourcing Your Call Center (2nd Edition)
    Subtitle
    Best Practices for Outsourcing Call Center Planning, Operations and Management
    Authors and contributors
    By (author) Geoffrey A. Best
    Physical properties
    Format: Paperback
    Number of pages: 138
    Width: 140 mm
    Height: 216 mm
    Thickness: 8 mm
    Weight: 236 g
    Language
    English
    ISBN
    ISBN 13: 9781607731092
    ISBN 10: 1607731096
    Classifications

    BIC E4L: BUS
    Nielsen BookScan Product Class 3: S4.3
    BIC subject category V2: KCL, KJK, KJSU
    Ingram Subject Code: BE
    Libri: I-BE
    BISAC V2.8: BUS035000
    Warengruppen-Systematik des deutschen Buchhandels: 27880
    BISAC V2.8: BUS018000, BUS070050, BUS102000
    BIC subject category V2: KJVT
    Illustrations note
    black & white illustrations
    Publisher
    Super Star Press
    Imprint name
    Super Star Press
    Publication date
    21 November 2012
    Publication City/Country
    Cupertino