Call Center Operation

1.5 How to use this book 11

Chapter 1

Determine SLAs and business processes

Implement best practices—workflow and e-mail routing—for skills-based

routing capability. Establish hours of operation and standard procedures

for handling calls.

Hire and retain staff

Establish a hiring and training budget. Hire skilled individuals and provide

training, retraining, motivation, and rewards. Identify required skills and

set appropriate goals to keep representatives trained.

Finalize the budget

Make presentations to management regarding budgets and benefits. Factor

in all costs, including training, hiring, hardware costs, deployment, and

integration.

Establish measur ...