Call Center Operation

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3

Organizing and Managing the Call Center

You don’t know what you don’t know until you know it…the right

solution is a continuous search for the right solution.

Dr. Ichak Adizes

3.1 Overview

The turn of the 20th century was the dawn of a new age in communica-

tions. A few decades earlier, in 1876, the telephone had been invented and

telephone service was proliferating rapidly. As telephone services expanded,

the public began to depend on and even expect reliable service from tele-

communication providers.

As the subscriber base grew, telephone companies were contending with

new resource-planning problems. Automated central offices hadn’t yet been

invented, ...