May 2001
Intermediate to advanced
174 pages
5h 4m
English
Content preview from How To Be a Great Call Center RepresentativeBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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1The Roles and Responsibilities of a Call Center Staff
Learning Objectives
By the end of this chapter, you should be able to:
• Discuss the trends in call center development.
• Explain the importance of a call center in an organization.
• Identify common titles and responsibilities for call center staff.
• Define the competencies of a typical call center representative.
• Use your knowledge of the roles of a call center representative to help maintain a positive service culture.
Customer satisfaction is first and foremost a state of mind and action . . . an every minute of every day obsession.
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.