Secrets of high performing call centres |
| Name of book: | Secrets Of High Performing Call Centres |
| Author: | Stuart Corrigan |
| Author bio: | The author is Managing Director of Vanguard Scotland. |
| Blurb: | A complete guide to call centre management system that helps organisations maximise profit, maximise performance, reduce cost and improve staff morale. |
| Price: | $45.00 |
| Book Website: | Get Ebook Now |
| Keywords: | Managing Call Centre, Call Centre, High Performance |
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| Description: |
- "Secrets Of High Performing Call Centres" eBook reveals how you can make sure your call centre is the most cost effective and competitive in the market. Learn the secrets of how an I.T. geek and former Union Rep revolutionised an underperforming call centre.
- Here are some of the secrets you’ll learn:
-How to make sure that everyone in your call centre is focused on solving customer problems, in a way that is good for the customer and the call centre
-How to find out how many of your customers are unhappy. This takes about a day to do, and you can repeat it over and over again. Implement this idea and not only will you improve service but you will improve morale and save money too
-Find out why using targets will make your call centre bomb, and what to do instead. Use measures to help you understand and improve the performance of your call centre
-Learn to study processes in such a way that you can cut out at least 50% of the non-value adding work that hurts your service ratings and adds to your cost
-You'll see how to bring the information you've gathered and put it together in a compelling picture that literally screams out the solution for change
-You'll learn how to present that data to senior executives so that they can't help but take action
-Step by step how to design new policies and processes for your call centre, policies that are not practiced by the rest of the call centre world. This will give your call centre a competitive advantage
-Then you'll see how to build a plan that actually uses the resistance to change to kick start ideas and get down with the detail to make sure that you've got all the bases covered before you make a change
-You'll learn how to minimise risk of false starts by testing. This is not a mathematical model, you'll be taking real demand and learning how to tweak and change to optimise before you roll in the rest of the call centre
-You'll also find out how to transform your job for the better, how to make it more interesting, you'll add up up to 95% more value. And how to make sure that that change keeps on going.
- The eBook contains 3 guides:
-The first explains in sequence and with detailed simple steps exactly how to gather the data you will need to find out why and to what extent your call centre is failing. It’s simple but very effective. The first guide also includes templates so that you have all the analysis tools at your fingertips
-The second guide explains how to bring all the data together, and present it in such a way that it makes a compelling case for change. The best bit about this is that your boss will be very impressed with your insight into the business. There are pictures and fill in the blank templates to make it easy
-In the third guide you get led by the hand on how to set up a test area in your call centre and how to take even the best performing call centre to the next level. Very few in the industry are doing this. By following the advice in this guide you will be able to make a significant improvement to performance.
- Price: $45.00 - Get Ebook Now
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Secrets of high performing call centres
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