What are the best practices for operating an inbound call center?

Working in a call center must be tedious. Every caller requires courtesy, attention to detail, and service with a smile. And the calls keep coming, hour after hour. So how do the operators cope?

And how do managers train customer service people to do the repetitive tasks? How can call center workers deal effectively with very-often-unhappy customers, without burning out?

How do you motivate operators to cross sell and upsell? What skills are needed to retain customers and increase efficiency?

If you manage an inbound call center, how do you reduce employee turnover, improve morale and produce new internal candidates for management positions?



Member site launched

Call center professionals have a new online resource for networking, career development and call center best practices with the launch this week (March 5, 2005) of CallCenterCafe.com.

The site promises to help call center professionals with workforce management issues, including how to determine staffing requirements; track headcount; and monitor productivity, schedule adherence and compliance.

The site includes a discussion forum, job connection gallery, resource library, industry news, and many downloadable management tools. Membership services include resume consulting; call center questions and answers; and discounts on information products offered for sale on the site.

The CallCenterCafe’s newsletter, the Weekly Grind, is both published online and sent to members via e-mail every two weeks. Upcoming newsletter topics will touch on improving quality through coaching, reducing average handle time and team building, according to the site’s owner, Interactive Quality Solutions, Inc., of Frisco, Texas.

Monthly membership in CallCenterCafe.com is $14.95; annual membership is $147.00, payable only via PayPal.

For additional information, visit www.CallCenterCafe.com.


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