42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management

42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management

Paperback

By (author) Geoffrey A. Best, Edited by Laura Lowell

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  • Publisher: Super Star Press
  • Format: Paperback | 138 pages
  • Dimensions: 140mm x 216mm x 7mm | 169g
  • Publication date: 28 September 2011
  • Publication City/Country: Cupertino
  • ISBN 10: 1607730685
  • ISBN 13: 9781607730682
  • Illustrations note: black & white illustrations

Product description

"42 Rules for Outsourcing your Call Center" 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."42 Rules for Outsourcing Your Call Center" 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 senseHow to define an outsourcing approachWhat to look for in an outsourcing partnerWhen to determine if agents can work at homeHow to craft an effective RFP"42 Rules for Outsourcing Your Call Center" 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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